How to Foster Proactive Management in Your Contact Center

How to Foster Proactive Management in Your Contact Center

Contact centers are notorious for low employee attrition. With that comes the challenge of maintaining a relationship with employees. Management plays a large role in what type of atmosphere and culture occurs in the workplace. Managers who choose to be proactive by prioritizing engagement, communicating with their employees, using data to monitor and make decisions, accepting criticism and incentivizing employees have higher employee attrition and a great culture.

• Prioritize Employee Engagement

Employees in contact centers are notorious for being disengaged. Introducing Five9 Performance Dashboards can identify where the weak spots are within an organization and combat low engagement with various tools. Using Wallboards, personalized dashboards, and gamification, agents instantly feel recognized and celebrated. As their achievements are broadcasted across the enterprise, agents stay motivated. These automated slideshows can display:

• Performance gauges & thermometers
• Leaderboards & racing screens
• Employee birthdays & new hire spotlights
• YouTube videos
• Rankings, awards, & achievements
• Customized company messages

Personalized dashboards can also have each of these aspects added to them, so agents not only see highlights when they look up, but also on their own screens.

Automated Gamification makes supervisors’ lives easier by eliminating the manual burden of managing games and rewards. Supervisors have enough on their plates already – the number one reason supervisors leave the contact center is because of workload. Automating gamification takes the stress off supervisors while driving the improved team performance.

• Communicate Often

The key to a good working relationship is communication. When agents feel in the loop with what is happening within an organization, they will feel a part of something which will incline their overall engagement. This is up to managers and supervisors to create visibility through communication.

Five9 Performance Dashboards offer communication tools through agent wallboards and dashboards. All messages can be communicated through this system and relayed to whomever the mangers choose.

• Use Data to Make Decisions

Real-time and historical data provided by Five9 Performance Dashboards offer insight on each individual agent for managers and supervisors. With real-time data aggregation, agents will have insight to their performance. Supervisors have quick access to who is struggling and who is succeeding in the contact center. When managers can see a problem in the beginning, or even before it starts and resolve it on a personal level.

• Accepts Criticism

Managers who can accept and acknowledge points of weakness or changes recommended by their inferiors are the ones who create a great place to work. By listening to complaints and requests before they turn into people leaving, it can save a lot of time, money and energy for everyone involved. Listening and learning from agents will create a healthy communication in the office. This trust that agents have for their managers who took their criticism will translate into their performance.

• Establish Positive Incentives for Agents

Five9 Performance Dashboards have gamification features. Some gamification efforts are manual, labor-intensive and difficult to sustain. Our version of gamification automates games and provides a sustainable, dynamic way to reward and engage agents. Mangers have the ability to create games and send them out to different teams. By creating games and continually incentivizing agents, mangers will have insight to agent performance. They will also be able to see which games work, and what prizes people are going for so they can be proactive rather than reactive.

As managers choose to make a difference before a reaction occurs, their contact center will be full of engaged and satisfied employees.