Eliminate outdated practices, such as spreadsheets and whiteboards
Put an end to ugly, outdated and expensive legacy software that often require expensive add-ons to make it fit for purpose
Say goodbye to the failures of Workforce Optimisation and the resultant agent disengagement, low levels of motivation, absenteeism and churn
Workforce Engagement Management has become one of the hottest topics on the agenda for contact centres seeking to deliver a superior customer experience (CX).
However, it is still a relatively new concept within our industry. So in order to help you navigate the ins and outs of Workforce Engagement Management, we have compiled the 2017 beginner's guide, which covers everything you need to know.
Think of our WEM platform as the glue that not only connects and supports all our software solutions, but also unites and engages your people; from operational managers to quality auditors, team leaders to front-line agents.
In order to achieve our goal, we drew upon the very latest psychological techniques to introduce a new way to motivate and inspire; a model that revolves around three elements: Autonomy, Mastery and Purpose.
People want more control so that they can direct their own lives.
People are driven to get better at something that matters to them.
People are eager to direct their efforts in the service of something larger than themselves.
The system enables (and approves) an agent to self-select work patterns or shifts and swap with colleagues, without management approval.
Bring all your team communications together into a single place, with the benefits of real-time messaging, archiving and search functionality.
Designed to show performance in real time, our dashboards can display a range of metrics, (e.g. Customer Satisfaction, Quality, AHT, FCR), then reveal the relevant insights quickly and easily.
An invaluable source of relevant courses is available online and can be updated at any given time. On completion, the learner can generate points to further reward and motivate.
A wiki-style resource provides access to a wide variety of publications, documenting the areas such as best practice models, the latest business processes and a wide range of ‘how to’ guides.
Our WEM platform enables you to gather together the feedback from multiple sources, and then schedule sessions for coaching based on identified areas for improvement.
Gamification provides agents with countless opportunities to display their resourcefulness and initiative, and has been proven to motivate them to resolve complex and sensitive queries that can make or break customer relationships.
Our WEM platform also gives you access to insight and detailed feedback from customer interactions. Experienced support managers can help leverage this data to create bespoke recommendations.
Provides you with the ability to integrate data from other systems into our platform, in order to display data in the dashboard and to generate points for Gamification.
Voice of the employee
Engage employees and drive momentum for positive change using monthly, biweekly, weekly or continuous micro-surveys.
Provides a single, detailed and accurate view of agent performance across every channel. It allows you to identify opportunities for improvement, and coach agents with both customer and compliance in mind.
Our multi-channel customer survey and analytics platform allows you to generate actionable insight across every contact channel.
First Contact Resolution
To add to our platform’s functionality, you also have the potential to use FCR data as an entry into Gamification. This enables you to award points and increase motivation in order to improve the performance of this important metric.
EvaluAgent's contact centre software provides everything your agents and team leaders need to deliver an outstanding customer experience. Click on the button below to view our most popular solutions.