Build Employee Engagement in the Contact Center

As a contact center manager, you may feel you’ve done everything in your power to drive employee performance—from sound hiring practices to training to fostering a conversational culture—yet some of your staff are still not achieving expected outcomes.

You want your Communicators to be actively engaged in driving contact center success, which requires a high level of job commitment. This goes beyond the parameters of job satisfaction, such as salary and work/life balance. Employees must also enjoy their work and believe that they are contributing to the greater good. This feeling of “plentitude and pleasure” is a necessary component of job commitment.

Hungarian psychologist Mihaly Csikszentmihalyi, a noted expert on positive psychology, is renowned for his influential and widely cited research on the notion of “flow.” He describes flow as a state of concentration or complete absorption with the activity at hand and the situation. It’s comparable to “being in the zone,” where even hunger and other temporal concerns are ignored.

Everyone has had the feeling at one time or another. Csikszentmihalyi says people are happiest when they are in this state. This can easily be observed in high-performance athletes who have reached the summit of a mountain or finished a marathon.

A flow state can only be achieved when certain conditions exist, such as challenge-skill balance, clarity of goals, immediate and unambiguous feedback, loss of self-consciousness and an autotelic personality—one in which a person performs acts because they are intrinsically rewarding.

Csikszentmihalyi and his associates have found that intrinsically motivated people are more likely to be goal-directed and enjoy challenges. When people are motivated from within to optimize and enhance their own happiness and well-being as a result of challenging experiences, they have a personality construct that Csikszentmihalyi calls “work orientation.” It is characterized by endurance, cognitive structure, order, play and low impulsivity.

A high level of work orientation is a good predictor of goal fulfillment—more so than any environmental influence, says the psychologist. So how can managers help their employees achieve a state of flow? Csikszentmihalyi tells us that four criteria are required:

  • Clear goals that demand clear answers
  • Answers that require intense concentration and commitment
  • Equilibrium between the challenge and the capacity
  • Immediate recognition after the challenging task has been accomplished

Managers who ensure these criteria are met in the contact center are likely to build employee engagement. Your Communicators certainly have challenges you can leverage. Make sure they know exactly how to meet those challenges, and that they have the training and tools they need to do so. Continue to develop their skills across the organization and recognize their successes in a timely manner. By these means, you’ll create flow in your contact center.