Employee EngagementEmployee engagement is key to creating a culture where agents feel motivated and invested in their own career development. An environment where agents have the ability to ask for help as needed without fear of reproach from managers is critical to improving their overall job performance, not only for their employer but also for the benefit of their own personal goals and job satisfaction. When agents are invited to be part of the overall customer experience management solution, and are validated for their work and decisions, candid and focused conversations ensue, and trust is built between the organization and the front line. According to the McKinsey Group, when agents are highly engaged and have high satisfaction rates, they are:
- 8 times more likely to stay with the firm beyond the first year
- 16 times more likely to refer their friends
- 3 times more likely to feel extremely empowered to resolve customer issues
Using the Zacoustic Employee Portal, customer-facing agents can not only tap into their own performance metrics but also take immediate action to correct shortcomings and implement best practices. This empowers agents to proactively make improvements without being singled out or waiting for an annual review. At any time, they can access best practices, review previous coaching sessions, or request additional coaching sessions with their supervisors.
As a result, agents can take ownership in their work as an integral part of the company. This engagement can increase morale, leading to happier agents and resulting in improved customer experiences.
Because Zacoustic’s employee engagement software works in the cloud, agents can access the Employee Portal remotely, enabling businesses to operate with an engaged workforce even if they are not under the same roof. This is a real benefit for a 21st-century workforce that continually uses technology in new ways. Also, because agents have the ability to see real-time information on their performance, they can acknowledge problem areas and readily address those concerns when their supervisor calls to discuss the issue. They go into the discussion prepared with information so they feel like they are on equal terms, and can approach the problem with confidence rather than trepidation. That mindset goes a long way in establishing a responsive and respectful conversation from both sides.