How many good agents do you need to lose before you act?

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Let’s face it we all perform better, are less likely to cause disruption and are more pleasant to deal with when we are happy, at home and at work. It’s human nature. Forward thinking companies have known this for some time and by focussing and investing in their employees and the environments they work in they have been enjoying better performance, lower staff attrition, a reduction in training costs, less employee absenteeism and a higher calibre of applicant.

Moving from low employee satisfaction to high is not something you can fix overnight but there are some affordable steps you can take right now, today:

• Avoid analytics, instead seek and convey to agents customers real feelings and feedback.
• Replace reporting with supporting, the more agents know, the more confident they will be and we all know confidence builds trust.
• Define what a good transaction is and measure how often they occur and why.
• Move the spot light away from call handling metrics, they are useful but your wallboards, mobile apps and desktop wallboards need to be refocused towards creating an engaging, fun, high tech and dynamic environment for your agents.

SJS Solutions Employee Engagement and Communications Software can help. Visit our website and start to create displays that truly support your agents.

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