Tips for Keeping Your Contact Center Agents Engaged

By Steve Brubaker, InfoCision Chief of Staff

Ask any manager about the hardest part of his or her job, and you will likely hear the same response: Keeping team members engaged and motivated at their desks, and committed to doing great work.

It’s well known that employee engagement is vital for success, especially in a contact center setting. Employee engagement, in this sense, refers to the emotional connection that employees have to their jobs. Employees need to feel like their job is interesting and meaningful in order to stick around.

What can you do to improve agent engagement? Here are some tips for keeping contact center agents excited about coming to work in the morning.

  1. Place a premium on good agents: First, make sure that you are giving agents the respect that they deserve, by recognizing them as vital contributing members to the success of the organization. Agents have hard jobs, fielding call after call throughout the day assisting customers and driving sales. The more you value them, and the better your company treats them, the more they will give back to your organization in terms of effort and loyalty. Don’t look at the contact center as a place for entry-level workers, but experienced professionals who know what they are doing.
  2. Ask for feedback: How can you show your workers that you appreciate their efforts? One way is to ask for their honest feedback about their roles as communicators, as you look for ways to improve operations. By asking for feedback, and then forming and following up on improvement plans, you can make sure everyone has a voice to express their ideas.
  3. Celebrate victories: Business mogul Mark Cuban used to walk through the cubicles at his company MicroSolutions and hand out $100 bills to sales associates after a record sales month, or similar special occasions. By taking the time to celebrate small victories, you can keep your employees excited about coming to work and striving to do better.
  4. Hold regular reviews: Even if your department is autonomous, it’s a good idea to hold reviews from time to time to hold team members accountable and make sure they are reaching their goals. Let your employees know you are committed to improving their careers and positions.
  5. Encourage team building: Great teams are built on trust and cooperation. It’s vital for employees to get to know one another, so they can feel comfortable relying on one another throughout the day. Consider hosting special team building sessions and social events where employees can get to know each other.
  6. Use real-time reporting: Sometimes, a bit of pressure and oversight is needed to keep team members producing at a high level. Consider using a real-time reporting suite throughout the day to keep agents on track and motivated to hit their numbers.

 

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