5 Major Tips to Increase Employee Engagement in a Call Centre Industry

Published on: 16 February 2016 Last Updated on: 16 June 2021

Call Centre Industries are generally considered to be the front lines of customer service, serving as a brand expert and customer trusted the human connection to a company all at once. And keeping your employees engaged at work could sometimes turn out to be a difficult task, but it does not have to be.

Chief Human Resource Officer at Paycor Karen Crone defines employee engagement as an engagement to which your employees: Stay with the organization for a longer period of time, talking positively about the company, and last but not least offering a discretionary effort.

5 Major Tips to Increase Employee Engagement in a Call Centre Industry

When employees are engaged they then turn out to become advocates for your company. Time and time again research has proven that happy and engaged employees generally turn out to work harder and work much better. Given here the 5 major tips that would help you to increase employee engagement in a call center industry.

1. Giving the employees the right tool for success with a proper training:

In order to deliver the best results, call center industry agents should here be giving the latest technology for excellent omnichannel customer service, receiving proper training that is required to master the tools. Using a contact center software solution with advanced features would here ensure you quicker, and a much more efficient service helping the agents feel prepared for their next interaction.

2. Communicating with clients:

When there is clear communication between the associate work and business strategy, then a line of sight is created that gives an employee a reason to come and work adding in their best efforts. By being open and acknowledging the dedication of all your employees you make their work much more full filling.

3. Asking for their feedback:

Due to the daily interactions and communication with all your clients and customers, the agents could now provide knowledge on the customer’s behavior and their ideas for one of the best practices during service interactions.

The feedback gained from all your clients and customers helps in improving the customer experiences through surveys, enhancing the call receipts, improving the training methods, and the last but not the least modifying or bringing out new products and services. Providing feedback through official surveys and staff meetings the agents begin to feel that they are a part of your team and to the success of a brand.

4. Personalize Development:

The workforce of a specific organization especially with an addition to the millennials is focussing on how the job experiences could here improve the skill set of the employees and the future of their business organization.

One of the best ways that you could foster the personal development of the workplace would here include creating affinity groups, using subject matter experts within your company as teachers, having employees talking about their strengths and weaknesses.

5. Developing great managers:

Having great managers is really important as the above-mentioned tips depend on having managers who have invested in their associates. Having your managers informed and engaged would make their job of encouraging the employee’s engagement becoming much easier.

Through employee engagement, organizations could here boost up their employee’s motivation, building confidence in the work that they are doing, ultimately leading them to promote exceptional customer service for long-term loyalty.

Abdul Aziz Mondol

Abdul Aziz Mondol is a professional blogger who is having a colossal interest in writing blogs and other jones of calligraphies. In terms of his professional commitments, he loves to share content related to business, finance, technology, and the gaming niche.

View all posts

Should You Hire a Digital Marketing Agency?

You could have the most astounding business, offering the most elite products or service, but if your consumers cannot find you, how will they experience what you have to offer? Digital marketing is the latest way of marketing your business. Why? Because more than 3 billion people in the world use the internet. Digital marketing agencies specialise in online strategies to get your website found. They use paid searches, search engine optimisation (SEO), the creation of content and social media in order to drive more traffic to your website. More traffic means more purchases, more customers and more revenue. But why do you need a digital marketing agency? You have a pretty savvy marketing assistant promoting your company, that’s enough right? No, not if you want to beat your competitors. Search engines such as Google are always changing how they rank and who should be placed higher. This makes optimisation ever-changing. Social media’s are constantly modernising algorithms and changing features. In a continually changing and fast-paced digital world, it can be hard to keep up with digital marketing strategies, as well as run your business. You want to be the best in your game right? You want maximum profits and up-to-date strategies. Here is how a creative digital marketing agency can do this for you. SEO If someone is looking for something online, where is the first place they will go? Search engines. The most popular being Google, receiving over 3 billion online searches on a daily basis. If your website isn’t created to work well in a Google search, it’s going to be very difficult for people to find you. SEO is an organic way to gain traffic because you’re not paying for it; you are just optimizing your site to rank higher on search engines. Keyword placement and gaining backlinks to your site are the main ways a digital marketing agency will SEO your website, but with ever-changing Google Algorithms, it requires consistent updating. Read also: Avoid These 5 Mistakes Before Starting An SEO Improve Your Local SEO Via Content Marketing Methods Of Optimizing Local SEO That Is Essential For Small Business Social media A digital marketing agency also provides social media management. Knowing what social media platforms are best for your company is one thing, but being able to use them effectively to successfully promote a campaign is another. If utilised correctly, social media is a great way to stay connected with customers, reach out to new customers and let people know exactly what your business is doing. Social networking is a powerful tool with 2.34 billion social media users worldwide. Knowing how to encourage people to share your content on social media can make your business visible to thousands of the sharers’ friends that may not have ever seen your products or services otherwise. There’s specific do’s and don’ts to a social media campaign and accidently doing some of the don’ts could have detrimental effects on your business’ reputation. Read also: Which Backend Keys Makes Social Networking Sites & Apps Works Smoothly Social Media Marketing Role In Technology Content Writing content for digital marketing has to be done in a certain way. You may think it’s good to be creative with your content writing detailed descriptions and drop-intros to hook and engage your readers. However, if you don’t optimise it to the web, you won’t have any readers to hook. It is not about cramming content with keywords, but about using them in the correct way to keep the quality and creative content, but also publish and promote your content well. Digital marketing agencies write all of your on-site and off-site content in an optimised way. They create the right content for your correct audience for you through research of keywords used by your consumers and exploration of what your competitors are doing to make sure you are always number 1. A digital marketing agency is a helping hand in promoting your business the way you know it deserves to be. They have the advantage of knowing their way around the complex digital world so that they can make sure your business is recognised, promoted and established in the digital marketing world. Read also: Improve Your Local SEO Via Content Marketing Some Powerful Attributes That A Website Must Have In Its Content

Enterprise Content Management Solutions – How They Help You Optimize Your Business Efficiency

Enterprise content management is a great way to organize unstructured data and information of an organization. Many factors impact the functioning of ECM systems and determine their effectiveness. When managing your enterprise content solutions, you should define their processes accurately. Several service providers offer enterprise content management consulting services. These service providers understand the needs and requirements of companies in terms of managing data. Thus, can advise business owners with the right solutions. Proper ECM helps organizations to create, enrich, manage as well as deliver data and information. Business owners should identify their requirements and determine the solutions of the right enterprise management systems that will cater to those requirements. There are several solutions that such systems may include, such as management of documents, managing website content, document imaging, management of records, and management of digital assets as well as managing your business data and providing support for collaboration and management of business processes. Managing content is one of the most important tasks that organizations need to take care of. It is important to preserve data so that it can be reused for other purposes later. Preservation of data in a systematic order also ensures that it can be searched and found easily whenever required. There are a number of factors that affect the choice of a proper enterprise content management system. Some of the factors which affect the choice include, the number of people and the processes involved in the organization, technology involved, budget and so on. Keeping in mind all the required elements and choosing the right content management system will help an organization to share and edit content efficiently and in an orderly manner. Top features of enterprise content management (ECM) systems: Central Repository Document Scanning Secure Email Files Client Portal Document Retrieval Mobile Accessibility Easy Integration Automated Workflow Manager Advanced Analytics Cloud-based Accessibility Top benefits of enterprise content management (ECM) systems: Keep Track of All Your Information Reduce Operating Costs Save time Improve Customer Service Minimize Risk Document Version Control Picture an executive rushing from one client office to the next, updating the minutes of the feedback he received at the previous office on the official sheet using his iPhone or Android phone. The entries made by the executive are further accessed by employees sitting in the head office who use the details to generate reports for further information processing. This is possible with the advanced enterprise content management solutions provided by consultants who help businesses optimize their internal documents, datasheet, and content sharing capabilities. Are you aware of the latest techniques and tools being used to perfect enterprise content management? To begin with, the most important advantage of using professionally generated enterprise content management solutions is that you can be assured that the system will work at its optimum for long. What are the common types of solutions that these enterprise content management consultants use to give you highly advanced data access? Here is the list of the commonly used content sharing systems that are being used in enterprise content management these days. Content Sharing Systems that are used in ECM: 1. Drupal: The ideal content sharing system that is known for its robust page building capacities can be used to develop both internal and external websites. Professionals using this CMS for enterprise content sharing and management excel with the in-built options provided by Drupal. The best part of using this CMS is that it is an open-source system that allows the ideas of thousands of users and developers to flow into the building of your enterprise content management systems. 2. Ektron: This leading provider of content management products allows businesses to use the solutions to manage multi-websites. The framework can also be extended to allow customs control during component development by the professionals. Ektron has been used to design websites of many leading companies like Pfizer, Intel, Dove, Kellog's, Adidas, and many more. You could use the customizable features of this CMS provider to enrich the user experience of your enterprise content sharing portals. 3. MS Share Point: The software that helps streamline business processing amidst dynamic environments; MS Share Point is definitely the answer for low-cost enterprise content development services using the latest tools and features. The main advantage of using MS Share Point is that you get to leverage content to improve web traffic flow to your website and increase collaboration amongst users. Thus, in order to stay ahead of market competition, one needs to use the most recent tools and techniques through professionally generated enterprise content management solutions that will help you optimize enterprise performance. Read Also: A Guide to Choosing an Enterprise Document Management Solution Start-up Business Management: How to Reduce Risk and Guarantee Success

How to Get More Traffic to Your Amazon Listings

Building a successful business on Amazon requires a decent amount of virtual footfall to your online store. This means generating traffic is one of the biggest priorities for Amazon sellers. But the thought of all the different tactics you can use and implementing them in the right way can feel incredibly overwhelming. We’ve compiled a guide to getting more traffic to your Amazon listings to help you out. First Things First… Know Where You Stand Before you go ahead and implement the different traffic generation tactics out there, it’s important to know where you stand amongst your competitors and in the overall landscape of your industry. There are three things you should do first to set you up for the best success. Do these, and you’ll have a better understanding of what you need to do to stand out to potential buyers and a keen knowledge of the keywords they use to search for products like yours. a) Competitor Analysis: Looking into what your biggest competitors are doing helps you understand where your brand fits in. You can also glean some inspiration for traffic generation techniques that have been working for them. Start by looking into the keywords they’re using on products similar to yours and the words they’re using to describe their products. Your competitors likely have products that show up top on Amazon search results, so following their lead will ensure your products get the same recognition. Start by typing your product into the search bar and exploring the first few results that show up. What keywords do they use? How are they describing the products? Do you notice anything different or better about their listings compared to yours? b) Category Analysis: Category analysis works as a follow on from competitor analysis. It lets you uncover the keywords that are used to describe products like yours. Not only will this give you some ideas for your own listings, but it will help you figure out what makes the popular listings in your industry so successful. If you sell red dresses, for example, type “red dresses” into the Amazon search bar and take a look through the top results. Compare the differences between these listings and yours and identify any particular wording or phrases that crop up often. c) Keyword Analysis: After running competitor and category analysis, you’ll have a deeper understanding of the words your customers are using to search for products like yours. Use a keyword tool to find other relevant words and phrases to use and sprinkle them throughout your product listings, like in your product titles, descriptions, and image captions. You can also use Amazon’s search bar suggestion to find commonly searched for phrases relating to your products. Easy Ways to Increase the Traffic to Your Amazon Listings After analyzing your competitors, product categories, and keywords, it’s time to focus on actually getting traffic to your site. Here are the most effective tactics our clients at Urtasker have used to increase their traffic. 1. Amazon SEO SEO isn’t just a Google thing. After all, Amazon is also a huge search engine. Thus, optimizing your listings will help them show up higher in the results. Amazon rankings consider several factors. These include keywords, how well you products sell, the number of reviews you have, and the quality of the content you have on your listings. To optimize your listings, start by: Incorporating keywords into your product titles and descriptions Showcasing high-quality images on your listings Writing clear and concise product descriptions 2. Create High-Quality Content Content marketing is one of the most effective ways to generate traffic to Amazon. Like writing blog posts, creating downloadable, and recording videos and other kinds of content to share with your audience. Start by creating content that ties into your products. For example, if you sell teapots, why not create a blog post about different tea recipes for “mocktails”? Post this content on your website or blog to attract people from different channels. You’ll attract visitors from Google and social media who might be looking for tea mocktails to make, and your posts will then direct them to your store. 3. Leverage Reviews Reviews are one of the number one ranking factors on Amazon. The more positive reviews your products have, the more likely they are to rank high in search results. Reviews are great for two reasons: They help you understand what potential buyers actually want from you - simply scour your reviews for words and phrases they use that you can incorporate into your listings They will push your products up higher than competitors with less reviews Encourage past buyers to leave reviews by sending out a follow-up email, asking them on social media, or using built-in Amazon features like the Review Request tool. 4. Make Use of Amazon’s Enhanced Brand Content and A+ Pages Amazon helps its sellers out by providing a few powerful content features. Enhanced Branded Content lets stores show off their products by adding special content features to their listings. Rather than the usual listing layout, you can brand your product pages and include high-quality images to create a story around your products. This is what a standard product listing looks like: And this is what a product listing using Amazon’s Enhanced Brand Content Looks like: As well as Enhanced Branded Content, Amazon also offers A+ pages which similarly offer sellers the chance to create a story around their products using images, infographics, and other visuals. Here’s an example of an A+ Page in action: 5. Run Amazon PPC Ads Amazon has a range of different ads you can run onsite to ensure your products show up in the right searches (and, therefore, generate more traffic). Sponsored Product Ads show your products above the search results so they’re the first thing shoppers see when they make a search. There are also Headline Ads that allow you to create an eye-catching banner that goes at the top of search pages. Here is an example of a Sponsored Product ad in the search results: To ensure your ads perform at their best, use the right keywords from your analysis, laser-focus the audience you want to target, and set a healthy budget. Be sure to measure and tweak your ads so your results continue to improve. 6. Run Lightning Deals and Promote Your Products on Deal Sites Lightning Deals are a feature that allows sellers to promote a limited number of discounts on a product of their choice during a certain timeframe. This attracts customers who might otherwise not have seen your products. Running promotions like this makes it easier to drive traffic to your products, especially if you want to create a sense of urgency in your listings. As well as Lightning Deals, there are a host of Amazon deal sites that users can sign up for to get products at a discounted rate in exchange for a review. This will expose your product to a wider audience of potential buyers who might have missed it otherwise, and it will provide you with the reviews you need to start bumping your products up the search results. 7. Create Social Media Ad Campaigns Amazon has plenty of onsite ad options to keep you busy, but you can also run ads outside of the platform to drive people to your product listings who aren’t already on the site. Create campaigns with highly targeted audiences on Facebook, Instagram, and Google, making sure you implement the most popular keywords related to your products. 8. Social Media Marketing Without Ads If you’re not ready to splash out on social media ads or want to add another spoke to your social media marketing wheel, you can run organic social media campaigns. Promoting your products on platforms like Instagram, Facebook, Twitter, and LinkedIn helps you reach new audiences and increases visibility on your products. It helps to create a social media posting schedule to ensure you stay consistent with your posts. We recommend choosing just one or two platforms to focus on to start with, so you don’t get overwhelmed and spread yourself too thin. From there, you’ll be able to see which platforms resonate best with your buyers and where your products seem the best success. 9. Carry Out Email Marketing If you want to generate traffic and build deeper connections with your customers so they keep coming back, email marketing is the most effective solution. With access to buyers’ inboxes, you can share exclusive discounts, launch news, and updates from your brand to keep your products fresh in their minds. What’s more, you can regularly send links to products you think they’d enjoy, boosting your traffic and product visibility. 10. Upsell On Your Best-Sellers Your product listings are the perfect place to promote your other products. It’s likely that a couple of your products are more popular than the others, and you can use their popularity to guide shoppers to your lesser-known products. This increases traffic across all your products and gives you a chance to upsell, which means higher AOV and higher LTV. 11. Affiliate Marketing Affiliates promote your product in exchange for a percentage of every sale they make through their personal link. This benefits both you and your affiliates, which makes it an excellent way to generate traffic. Identify key players in your industry who have an audience suited to your products and partner up with them. Provide them with a unique link they can share with their followers and attribute every sale they make to them. This will help you reach audiences you otherwise wouldn’t have been able to reach and increase your visibility across multiple different segments. Ask your top affiliates publishers to analyze their Amazon Associates affiliate commission data. And then optimize their website’s content based on their review. They can do this by integrating their Amazon Associates data with We Can Track into Google Analytics and Google Ads. 12. Influencer Marketing Influencer marketing involves teaming up with top social accounts in your industry and encouraging them to share your products with their pre-built audiences in exchange for payment or another incentive. Identify who the top accounts are in your niche or accounts that have an audience you’d like to connect with and reach out to them with a proposal. Work on building influencer relationships, as these people already have audiences that trust everything they say. As a result, trust is automatically transferred to any product recommendations they make. Influencers tend to have large followings too, which means you can put your products in front of more people and generate more traffic. Traffic is Everything! To get more sales, you need more traffic. You can’t put the horse before the cart. However, with these easy tips, you can start implementing traffic generation techniques today to increase the visibility of your products and, ultimately, get more sales. Read Also: Beginners Guide: How You Can Grow Your Biz With Amazon Choosing a Quality Prep Center For Your FBA Business Methods of Optimizing Local SEO That Is Essential For Small Business Online Marketing: Selling Your Product And Services Utilizing the Dropshipping Model for Your Ecommerce Business

5 Major Tips to Increase Employee Engagement in a Call Centre Industry

5 Major Tips to Increase Employee Engagement in a Call Centre Industry