Nine Best Practices for Enhancing Agent Engagement

The benefits of agent engagement are obvious to any contact center manager or supervisor. Agents who are engaged align their own personal goals with those of the company they work for. The agents strive to do an excellent job, because it makes them feel good to reach the goals set out for them. They perform better and they treat customers better. Engaged agents stick around in your contact center longer, improving your bottom line along with your customer experiences.

As the contact center supervisor, you have the power to develop engaged agents. In a recent NICE Talk, Donna Fluss of DMG outlines nine best practices that get to the heart of nurturing engaged agents.

Most of these points require empathy and emotional intelligence on part of the supervisors and managers, while some can be optimally facilitated with the right technological solution. NICE Performance Management can help with making performance data visible to agents, notifying supervisors which agents need coaching and on what, and provide gamification to develop a healthy sense of competition among agents to improve performance.

We improve organizational effectiveness by monitoring and empowering employee development and engagement to help meet company goals. Why? Because we know that when employees are more engaged, they're feeling more empowered, and they're more likely to help you reach your strategic objectives. And that's when we see growth and positive KPIs happening on the greater scale.

Learn more for yourself about how NICE Performance Management can be the turnkey solution to engage your agents for better performance, enhanced productivity, and ultimately an optimized CX.