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How our platform supports employee engagement
The Team at miPerform have a deep understanding of the importance of keeping your people engaged. Our backgrounds and experience in contact centres and leading customer service teams mean that we’ve worked with existing systems and methods and also that we understand where there can be improvements and how to address the gaps.
Leading industry studies suggest that organisations with high employee engagement levels benefit from up to 21% increase in profitability. The other obvious benefits include reduced turnover, employee satisfaction and the positive impact on customer interactions and company reputation.
Leading industry studies suggest that organisations with high employee engagement levels benefit from up to 21% increase in profitability. The other obvious benefits include reduced turnover, employee satisfaction and the positive impact on customer interactions and company reputation.
The current landscape
In the last five years the customer contact centre landscape has changed significantly. The emergence of AI technologies, hybrid working, cybersecurity measures, regulator scrutiny and consumer behaviour changes have all had major impacts on the contact centre and customer service sector. These changes have often happened faster than a lot of organisations have been able to truly manage and respond to. 79% of contact centre team leaders in the UK now manage hybrid teams and this presents a difficult balance between employee satisfaction and maintaining service quality.
Why employee engagement is key
According to an Injixo survey 87% of Contact Centre leaders value employee engagement, but almost half of employees reported not feeling fully empowered. In today’s uncertain economy coupled with a stagnant job market, the importance of upskilling and retaining existing staff is even more of a priority.
What makes a good system?
The essential elements of an Employee Engagement system remain the same as always: clear and authentic communication; demonstration of how individual’s roles connect to the organisation’s goals; training, coaching and development opportunities; and genuine recognition and rewards for individual and team performance.
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How ours works
We have built miPerform with employee engagement at its heart. The entire platform is based around the democratisation of data so employees truly feel ownership of their performance.
Experience
Our experience of working in contact centres has also driven the design of the platform to incorporate gamified elements to help drive engagement such as miFives and peer to peer leaderboards.
Our Data
Our data dashboards are fully customisable and easy to navigate. Users can see unique insights into how they are performing against company KPIs and how they are positioned in their peer group. This has really encouraged a sense of friendly competition from our users who have seen rates of agent productivity and engagement increase.
Advanced Systems
Our system is configured so that team leaders can send instant recognition to top performers, as well as the ability to quickly identify areas where coaching or training interventions are needed. We can also help organisations build their own tailored incentives into the system, for instance we are working with current clients on a monthly reward programme which is generated through miPerform’s performance data.
Integrates With Existing Systems
Because miPerform integrates with customer’s existing systems this data analysis and employee engagement is seamless. Our coaching features allow leaders to manage interactions and interventions within the same system as all of their team’s performance data. This frees up time and resource to focus on employee coaching and development, further boosting employee engagement and satisfaction.
How it’s helped
Our clients have seen significant enhancements in employee engagement, alongside efficiency improvements of up to 12% and CSAT scores increasing by up to 25%.
“The ability for our colleagues to see their own MI has created an element of friendly competition inside a team. The fact that they can see how they’re ranking against peers within their group, they know whether they are in the top quartile or quintile, they can drive their own improvements. We did see an uplift in all five of the KPIs that we measure within miPerform.
The fact that miPerform is close to the agent. They can access it whenever they need to access it. They are looking at it and they are engaged in the product, which really does emphasise the point that the tool is really empowering them to do what they need to.”
Darren Rogers, Strategic Operations Manager, Overdales
Who we work with
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