Why Engaged Employees Make a Better Business

Life for contact centre agents is stressful. Their daily juggle of dealing with irate customers, meeting their performance metrics and targets and adhering to regulatory conditions and procedures can take its toll.  

This is why it is crucial that employers take steps to boost engagement. One of the best approaches is to use employee engagement tools that harness the power of gamification, keep staff motivated and enable their professional development.  

Why Employee Engagement Matters

Employee engagement is directly linked to job satisfaction, productivity, and overall service quality.  

Engaged employees are more likely to go the extra mile for customers, leading to better customer experiences and increased loyalty. On the flip side, disengaged employees may feel unmotivated, leading to low retention rates. The costs of hiring and training new staff then consumes valuable resources and time.

Leading industry studies have revealed that organisations with high employee engagement levels see a 21% increase in profitability. Conversely, disengagement can result in negative impacts on customer satisfaction, which can be detrimental to a company's reputation and bottom line.  

The Role of Gamification in Employee Engagement

The rise of gamification in employee engagement tools has effectively transformed how contact centres motivate and connect with their agents. Here’s how gamification can drive engagement and spark friendly competition:

1. Incentives and rewards: By incorporating point systems, badges, or leaderboards, agents can be rewarded for performance metrics, such as call resolution times, customer feedback scores, and product knowledge assessments. Recognising achievements in a fun, competitive manner cultivates a sense of camaraderie and motivates staff to aim higher.

2. Status and recognition: Gamified platforms often include features where employees can showcase their achievements to fellow colleagues. This not only fuels positive competition but also fosters an environment of recognition which can be immensely motivating. Employees thrive when they feel their efforts are acknowledged and valued.

3. Skill development through challenges: Gamified training and challenges allow employees to develop their skillsets while retaining a sense of fun. Agents can compete in training quizzes that enhance their knowledge, helping them serve customers better and feel more confident in their roles.

Retaining and Developing Talent

Keeping employees satisfied and performing well not only boosts morale but is also instrumental in retaining talent. High turnover rates amongst customer contact centre staff can disrupt the workflow and impact service quality. Engaged employees are more likely to stay with an employer longer, thereby reducing recruitment and training costs.

Investing in employee engagement tools, particularly those enriched through gamification, demonstrates an organisation’s commitment to its workforce. When employees see that their growth, well-being, and contributions are valued, they develop a sense of loyalty to the company. This creates an invigorating work culture that encourages collaboration and professional development, leading to enhanced employee productivity and motivation.

Key Elements of a Good Employee Engagement Platform

A well-designed employee engagement tool should encompass various elements to effectively promote engagement and facilitate development:

• User-Friendly Interface: Tools should be intuitive and easy to navigate to encourage widespread usage amongst all employees.

• Ability to customise: Platforms that can be tailored to suit specific organisational goals or company culture will see higher engagement rates. This lets managers incorporate unique incentives that resonate with their team.

• Real-time analytics and feedback: Offering insights into employee performance and engagement gives managers the ability to address issues quickly and adapt strategies based on data-driven decisions.

• Integration with existing systems: A good engagement platform should seamlessly integrate with business systems already in use, ensuring a fluid experience for both employees and managers.

• Social features: Including chat functions or forums where employees can interact fosters community engagement. Employees can share achievements, solicit advice or simply connect with one another, enhancing the connection across teams.

• Gamified training modules: Incorporating learning into the engagement platform allows agents to develop their skills while enjoying the experience.  

• Recognition capabilities: Built-in tools for acknowledging achievements can significantly enhance morale and inspire continuous improvement among team members.

Our employee engagement features

Employee engagement is at the heart of miPerform. Our platform was built with this as a core value, we know that employees need to feel ownership of their performance to foster an engaged culture.

If you’d like to find out more about how miPerform leverages gamification throughout our tools and features contact us for a call or a demo. You can also read more on our Employee Engagement page.

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