Digital Engagement in the Contact Center
Title : Digital Engagement in the Contact Center
Edition :
Year : 2018
Authors : gameEffective
Publisher : gameEffective
Preface
Service center work is one of the toughest jobs out there. As self-service and alternative support channels become increasingly common, customers’ expectations from contact centers have become much higher. As a result, voice calls have become an escalation channel, making for challenging work on the agent side.
Changing work culture and employee expectations require cultural adjustment. Employees expect more feedback, recognition and a sense of belonging. Without them, engagement goes down and attrition and absenteeism go up.
That’s why service centers must re-consider how they think about incentives, performance management and training. They must engage employees at an emotional level, to drive a sense of choice and connectedness to work.
Digital engagement provides an exciting new way of breaking away from old paradigms to generate motivation, proficiency and engagement.
DOWNLOAD (MEGA) | DOWNLOAD (SOLIDFILE) | DOWNLOAD (UPTOBOX)
Publisher : gameEffective
Preface
Service center work is one of the toughest jobs out there. As self-service and alternative support channels become increasingly common, customers’ expectations from contact centers have become much higher. As a result, voice calls have become an escalation channel, making for challenging work on the agent side.
Changing work culture and employee expectations require cultural adjustment. Employees expect more feedback, recognition and a sense of belonging. Without them, engagement goes down and attrition and absenteeism go up.
That’s why service centers must re-consider how they think about incentives, performance management and training. They must engage employees at an emotional level, to drive a sense of choice and connectedness to work.
Digital engagement provides an exciting new way of breaking away from old paradigms to generate motivation, proficiency and engagement.
DOWNLOAD (MEGA) | DOWNLOAD (SOLIDFILE) | DOWNLOAD (UPTOBOX)
Password zip : gratissebook.blogspot.co.id
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