Every organization has heard of the cliché saying that a happy employee is a productive employee, but how far do they go to fulfill this idea?
In the call center industry, it can be tough at times to make employees happy, as most of their day revolves around sitting in front of a computer and answering calls from angry customers. Recently, companies have begun implementing new ways to motivate their agents by re-design their offices in to more open, colorful and brighter, or by introducing furniture is ergonomic, allowing them to be more comfortable and relaxed.
The latest development in the employee motivation initiation was developed by CallMiner (News - Alert), a provider of speech analytics solutions, which has introduced another innovative way to motivate agents through its agent feedback solution.
According to CallMiner, the faster agents get feedback, the faster and more likely they are going to take action to improve their performance and your customer’s experience. myEureka, a new application included with Eureka and Eureka Essentials, automates the call center agent performance management process by providing direct performance feedback to contact center managers, supervisors and agents, uniquely delivering call center performance feedback with the following features:
- Metric Tiles: Personalized, easy to read performance indicators display current performance and trend information; aggregate all key performance measures (CallMiner or external) into a single view.
- Performance Feed: Contact center performance feedback is delivered as continuous, plain language alerts and notifications, personalized for each user (individuals or team leaders); take direct action from feed items.
- Ranking Data: Agents are encouraged to compete beyond just hitting the minimum target; access to rank data for each metric and key performance driver motivates a competitive culture for high performance.
- Watch List: Individuals can keep an eye on key areas at risk or needing improvement through a personalized list.
Image via Speech Analytics
This solution provides a call center with the ability to not only help agents improve their work, but acknowledge and give credit where it is deserved. Through this new application organizations will be able to “motivate the competitive spirit with performance ranking data, and provide your agents with feedback they can understand,” says CallMiner. This is turn can create a more comfortable, happy environment for agents which will inevitably roll over their into performance levels.
Edited by Alisen Downey