This creates a sense of community and belonging, reflects an agent’s personal value to the company, and builds engagement and loyalty over time.
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In addition, it is important that these messages be reinforced in scripts and that adherence be rewarded through gamification. They want company leadership to communicate the corporate vision, mission, and brand to all employees and need to be reminded of them on a regular basis from their supervisors as well. No one likes to just be a cog in the wheel. Reinforce corporate vision, mission, and brand
UNC KENAN FLAGLER INTRANET LOGIN DRIVERS
This leads them to deliver exceptional customer experiences that boost customer satisfaction and loyalty.īut where should you start when building the core of your employee engagement program? Many companies turn to gamification to address the top drivers of employee engagement. When employees are engaged, particularly in the contact center, they are more motivated, more confident, and feel that their work makes a difference. This directly correlates to the amount of effort they put into their work each day. While employee “satisfaction” refers to how happy an employee is with their job, employee engagement measures their emotional attachment to the job, the company, and the vision. Start Building the Core of Your Employee Engagement Plan with Gamification
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Then we’ll talk about how it can help shape your ongoing company-wide employee engagement program. Next, we’ll look at how gamification, which uses game mechanics to encourage desired behaviors and provides a way to reward agents for meeting and exceeding expectations, can be used to start your contact center agent engagement effort. Let’s first take a look at why employee engagement is so critical to business success. But, it is not necessary, nor advised, to boil the entire ocean at once. Like moving to customer-centricity, becoming an employee-centric organization often requires a top to bottom shift in culture. Getting and keeping contact center employees engaged is foundational to accomplishing this objective. Gamification software is an enabling technology that can help. So, in order to be truly customer-centric, you must first become employee-centric.
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But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day. Recently, we published a blog on customer-centricity, which refers to creating a culture that places the customer at the core of every business decision a company makes so that their experience at every touchpoint is amazing every time.