Last week, one of the trending articles on HBR.org caught my attention – “The Behaviors that Define A-Players.” The authors surveyed and studied thousands of employees to understand what distinguishes merely “good” from truly “great” individual contributors—identifying nine traits.
The word ‘gamification’ might sound intimidating…but the concept has been around for generations. At the heart of gamification there are ten mechanics AND it turns out that you and your employees are already experts on all of them.
Many service organizations face an employee engagement challenge. According to Gallup’s Employee Engagement Index, service workers are the only category of employees that are less engaged today than two years ago.
Call centers often struggle with long wait times, call transfers, and other challenges that impact the customer experience. Your Workforce Management strategy can play a key role in transforming the way you engage the customer.
Scheduling the right person at the right time to handle the right calls can help your organization achieve Workforce Management gold. While every company has its own WFM formula, successful programs consistently touch three main areas: the business, the customer and the employee.
Are you constantly whistleblowing in your one-on-one coaching sessions? Are your coaching interactions developmental discussions or real-time interaction management? Many coaches spend time reacting to bad metrics or working with the lowest performing agents without digging up the root causes of questionable results.
Coaching your employees takes finesse – it’s a big task and you want to do it expertly. Many companies lack a clear definition, and subsequent structure to engage with active coaching. If you are aiming for straight A’s on your coaching report card here are three simple steps that will drive coaching impact.
My sister and I played Cinderella for hours as children – Cinderella dressed in rags suddenly became a princess with three magic words. Bippity. Boppity. Boo. The Fairy Godmother flicked her wand and rags exploded into glitter and satin, winning her the heart of the prince.
I don't have a magic wand or glitter – what I do have are three words that will transform your organization into the bell of the Performance Management ball.
Speech analytics applications use a variety of mathematical algorithms, other analytic techniques, and contextual and other call/customer-related metadata (increasingly including screen, desktop and text analytics) to structure unstructured conversations. These techniques can be applied to live calls or conversations or to recorded audio files.
Speech analytics continues to be an exciting application because it does something that has never been done before in contact centers or enterprises – it uncovers insights by analyzing large numbers of conversations and converts the findings into files of metadata for analysis.