Contact Center Workforce Management: Engage Employees

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Overview

In Gallup’s 2012 Employee Engagement Index, they found that every category of worker was more engaged than in 2009 except one: Service Workers. 50% of Service Workers are not engaged, and an additional 22% are actively disengaged.

When engagement starts to decline, companies become vulnerable not only to a measurable drop in productivity, but also to poorer customer service and greater rates of absenteeism and turnover.” ~ Towers Watson

Disengaged workers levy huge costs on a contact center. Replacing one worker equates to 16% of a contact center agent’s gross annual pay. The impact of turnover and lost productivity can cost the average 1,000 agent contact center more than two million dollars every year. In Gartner’s CFO Advisory, the firm called on business leaders to make employee engagement a company priority.

Highly engaged organizations experience:

  • 37% Lower Absenteeism
  • 25% Lower Turnover
  • 28% Less Shrinkage
  • 41% Fewer Quality Incidents
  • 10% Higher Customer Metrics
  • 21% Higher Productivity
  • 22% Higher Profitability

Contact center leaders who want to correct low levels employee engagement can look to the very tool they use to drive operations efficiency: Workforce Management. Although primarily associated with enabling contact center management to do more with less, Workforce
Management can empower agents to have more input and influence over their work environment and performance. Following are three ways contact center managers can use various features of their Workforce Management solution to engage their employees in ways that meet service goals, improve performance and deliver better customer service.