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.

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Explore Some Interesting Marketing Trends for Your Business in 2018

How effective is your business marketing strategy? Have you been successful in staying abreast with the latest marketing trends? Have you been implementing effective strategies for measuring your success? If the answers to the above questions are no, do not lose heart. You are certainly not alone on this count. Several small businesses and SMEs do not even bother to find out if at all their business marketing tactics are working successfully. Here we would be examining some of the latest business marketing trends that are dominating the scenario today. You are advised to follow these strategies for gaining incredible business success. Tune Your Market Strategy : A small segment of business owners is aware when their market strategies are tanking. This could happen due to lack of planning, poor planning, haphazard attempts at success and no foresight. Successful digital marketers know that a large portion of their budget must go into content marketing on blogs, social media, and emails and so on. Good content must be created and promoted so that the business is noticed and can take off. Plan, Plan, Plan Less than 40% of businesses have effective content marketing strategies in place. Some fail due to poor quality content, others because they don't target their audience properly. A good marketer always tracks activity through each stage of the funnel and ensure that the strategy is fine-tuned when things go wrong. Tracking & Measuring : How to gain marketing success digitally for your SMEs could still seem to be a mystery for many of you. A huge percentage of small business entrepreneurs, as much as 46 percent to be precise, actually do not have any idea if the marketing strategies for their businesses are effectively working or not. Thanks to the present cutting-edge technologies, you are in a position to keep on tracking all your marketing returns, expenses, and debt. For example, you could today find out exactly how much it would be costing your business for acquiring a new customer. You must consider all dollars diverted toward various areas of marketing including social media, website, blog writing, trade shows, direct mail, paid social, etc. you must consider factoring in all you have already spent on all these important marketing elements and then divide the amount by the number of new clients you acquire every month. Moreover, you must find out from exactly which marketing channel you are able to get new clients and more inquiries. It is imperative to consistently track ROI. Social Media Marketing Is Currently the Rage : As per a recent study, it has been predicted that 2018 is surely going to be the year of intense social media promotion and marketing. Among the SMEs, an impressive 71 percent is expected to gain new clients by using social media platforms effectively for marketing their brands. This present marketing trend must be given a lot of importance and most entrepreneurs are appreciating and understanding the effectiveness of social media marketing. Social media is certainly one of the hottest business marketing trends. Facebook is obviously the prime choice for small businesses as 79% of entrepreneurs would be using Facebook in all their marketing endeavors. Will your business be benefitted if you incorporate the social media marketing plans into your business strategy? According to some Facebook exponents, Facebook success is all about going mobile. If you wish to maximize the impact of Facebook in the marketing and promotion of your business, you must dedicate all your efforts at generating and delivering everything mobile-friendly. Virtual Reality Is Common : Virtual reality is gaining importance by the day and is, therefore, becoming a common marketing tool for both small and big brands. The actual challenge would be to utilize Virtual Reality or VR in such an effective way that it really makes sense for both your target audience and brand messaging in general. VR marketing actually is an emerging trend and now is the right time for exploring the options that are available to you and getting well ahead of the competition. More Dependence on Interactive Content : Several brands, particularly in the B2B sector are relying heavily on PDF content or blog content for generating leads as an integral part of content marketing tactics for their organizations. 2018 is going to be the year of interactive web experiences which ultimately help in boosting engagement. These experiences would be demonstrating amazing thought leadership content definitely in more impressive, visual, and animated ways. Pinterest : Pinterest is actually regarded as a niche social networking site. However, it is forecasted to be a huge success. The best way of grabbing marketing attention is by utilizing Pinterest Lens and its versatility and functionality for engaging effectively with consumers and showcasing your mind-blowing style, products, and services. Artificial Intelligence : Early exponents of AI or Artificial Intelligence have categorically realized the efficacy of AI in boosting user engagement. However, incorporating AI into any site’s chatbox such as the Facebook messenger could be creating more creativity and it also helps you to understand clearly the target market of the brand. Artificial intelligence would be addressing consumer needs and issues with perfection and the same degree of efficacy as a human agent. Remember it would be quite effective and helpful if the artificial intelligence experience absolutely delights your customers in basically lighthearted and fun ways. Conclusion : This year marketing trends have focused on honesty and authenticity. The latest marketing trend is to focus on stark reality or brutal honesty and this marketing trend is winning a lot of acclaim and appreciation. Marketers could discuss their products and explain clearly how advantageous those products or services are. They must, at the same time, tell their target audience the scope for improvement and the flaws that may still exist. All these statements could be supported by truly objective customer reviews. Authenticity for brands is the hottest marketing trend today. Around 86 percent of the customers feel authenticity is of utmost importance while deciding and evaluating the brands. Around 60 percent of consumers believe that user-generated content is the best form of authentic content. Read Also : Marketing – What’s Right For Your Business? Know Why Content Marketing Is Important For SEO Digital Marketing: Utilize Facebook To Support Your Hospitality Business

4 Lessons Content Marketers Can Learn from E-learning Courses

Content marketing is one of the most dynamic marketing disciplines because it involves engaging consumers through a piece of content you create for boosting website traffic and sales for your business. This isn’t easy to achieve because consumers constantly change, meaning that the parameters for creating good content that will engage them to change accordingly. This is one of the key reasons why content marketers need to keep themselves up-to-date with the latest techniques and learn the right way to approach content creation. In this article, we will talk about what content marketers can learn from online courses. If you are not convinced, stick around for a while and learn about the connection between content marketing and elearning courses. 4 Lessons Content Marketers Can Learn Through E-learning Make sure that your writing is concise and absolutely clear and leave no room for readers to misunderstand it. The content that you put out should be easily understood by everyone reading it, and give readers a sense that they are accomplishing and learning something important. Here is the name of four lessons that content marketers can learn from eLearning courses. 1. Being Topic Relevant And Staying On Topic Learning courses include relevant and meaningful content that engages learners and motivates them. The same logic can be applied when creating content for marketing purposes. You need to include specific information that will engage the audience. Consumers will be deeply engaged in your content if they find valuable information that revolves around the general topic. If you are providing information that is not closely related to the topic or simply talking about unimportant things, they will lose interest in your content. So, make sure that you don’t lose perspective and stick to the main topic. This is not always easy to do because of the fact that you simply won’t know what people would like to learn from your content. Working hard on putting yourself in the shoes of your target audience is essential in order to create engaging and concise content. 2. Segmenting Content And Giving Readers The Freedom Apart from the fact that you need to create content that can be intriguing to your target audience, you also need to give them the option of exploring your content the way they see fit. Elearning is effective because learners create a hypothesis and they try to prove it. You must allow people to navigate through your content, test ideas, and give them the time to make their own conclusions. By segmenting content into clear paragraphs and subheadings, people will also be able to decide on their own which information is new to them, and which isn’t. For example, if we are talking about an instructional blog post, a reader can quickly skip over the steps they know already and find the information they are looking for. Try as best as you can to avoid creating linear content that has no scope for interactive involvement. Let your learners choose what they want to learn. For instance, online management training courses give learners the option to make choices that will affect their training outcome. Although you don’t have the option of allowing too much freedom and action, you should look to simulate similar structures within your content. 3. Building Engagement On An Emotional Level People whom you are targeting with your content need to have those elements that resonate with their personalities. A person won’t be able to learn if that learning content doesn’t engage that person emotionally in a positive way. The same rule applies to content marketing as well. In order to be effective and keep the target audience engaged while being memorable, it needs to invoke positive emotions in those consumers. If a person thinks that some information is unimportant, they will probably not remember it. You need to learn a lot about your target audience and fight some broad characteristics that most of them share. For example, you can use their job or level of education to your advantage and include relatable information within your content that will have them connect with what they are reading or looking at. 4. Make Your Content Digestible Simplicity is the key in content marketing and this doesn’t mean that you shouldn't focus on some more complex topics. Always explain them in the easiest possible manner. Learning courses always try to deliver knowledge in a simple and understandable way, and your content should be similar. First of all, make sure that you split up your long paragraphs for added clarity. Include bullet points, divide information, and highlight information that is essential. This way, you won’t exhaust your readers and allow them to digest your content, piece by piece. It is also important to learn the right type of content for explaining certain topics and not to stick bluntly to one type of content just because it is easier for you. Use charts, infographics, pictures, illustrations to quickly explain something without having to write long paragraphs that have the potential to be misunderstood. Wrapping It Up: The business management training can be very complex and it slowly introduces learners to the terms and techniques until they have all the knowledge they need to participate in advanced training lessons. These are the key features of eLearning courses and the main reasons why they are so effective at teaching people. Engaging people in your content and allowing them to memorize it quickly is vital in content marketing, and these above-mentioned four things will help you achieve that without fail.

The New Wave: Conquer Gen Z with Effective Marketing

“Millennials are just a bunch of spoiled brats!” The clamor against the Millennial generation, or Gen Y, has been a long-standing argument between the Baby Boomers and their successors. Not only did the coming of this new generation stir up the older generation and their way of living, but they also changed the way content marketers do marketing. Now, with the arrival of an even younger demographic, Generation Z, marketers face a new challenge. Gen Zers are currently the youngest generation having been born on or after 1996. They are also the first digitally-oriented flock with their smartphones, laptops, and of course, the internet. Marketing tactics like voice search and maps marketing are even more prevalent than ever before. The Post-Millennials are growing up. They're taking up a bigger and bigger slice of the world's consumer base, and Gen Xers are a tricky group. Think of them as a demographic stuck between getting ready for college applications and being full-fledged adults. Generation Z is the next big focus for a lot of brands and marketers, so should you. Here are five things you should do to keep up with the new wave of consumers. Let’s Get Real It's getting harder and harder to speak to Generation Z. They are blocking more ads through prevalent ad blockers. You might as well call them the ad-blocking generation. In fact, 31% of Gen Zers have ad blockers installed. Traditional advertising focuses on making ads that speak to an audience through carefully crafted messages. But Generation Z will have nothing to do with it. Instead, they would rather hear from real people in real-life situations. Post-Millennials want authenticity and reliability. It’s becoming a branding identity and marketing strategy. Reliability makes consumers feel like they've come to the right place and the right people. The key is to connect and encourage interaction. Keep Up With Social Media Generation Z is the first generation to have been born without knowing how life was before the digital age. Hence, the term “digital natives.” While Millennials pioneered Facebook and MySpace, Gen Z prefers platforms that are more personal, private, and uplifting. Before, career success, relationships, and financial prosperity played central roles in one's happiness. But according to the Center for Generational Kinetics, 42% of Post-Millennials feel that social media directly impacts how they feel about themselves. To connect with Generation Zers, use your brand to lift them up. Make them feel good about themselves. Create an Impact As we know, most Gen Zers barely give promotional content the time of day. They've never lived a life without the internet, making them the most technologically adept generation. They know heavily sponsored content when they see one. And they know what their attention is worth. Gen Zers expect your brand to have an impact, be it on the environment, or for social causes. They want to make a difference. A whopping 60% of Post-Millennials want their jobs to impact the world, and 76% are concerned about how humans are affecting the planet. If they’re concerned about making a stand and changing the world, they also expect your brand to do the same. Take a cue from some established brands, such as Toms, dedicated to providing shoes, water, etc. to those in need for every purchased pair. Don’t Beat Around the Bush Yes, attention spans are getting shorter than ever. From the reported 12 seconds, it has now declined to a mere eight! This reality means that marketers will have to work twice as hard in creating creative content that immediately engages the audience. But, it isn't all bad news. Think of today's scenario: On average, Millennials use three gadgets simultaneously, from TV screens, laptops, and tablets. On the other hand, Gen Zers use about five screens at the same time. If you present information that is fast, concise, and compelling, it increases the chances of young people sharing your content. It's a win-win situation. You get to craft better content and gather more shares. Go Digitally Native The secret to capturing the Post-Millennial's attention is through involvement. That's it. Gen Z was raised on technology, feeding off smartphones and social media and they know how to weed unauthentic ads from the genuine ones. Peer to peer involvement is crucial. Connect with your Gen Z consumers by making them a part of your products’ development. Through this strategy, you can build relationships and bridge the gap between the younger generation and your brand. No matter how much research you do, it will not be able to replace first-hand involvement. Takeaway In this day and age, you can say that Generation Z and technology are the same things. Have you ever seen a toddler playing games on an iPhone? It's a fascinating phenomenon. Gen Z grew up with technology from the start, and that's what makes them a trickier bunch to market. Be authentic and relatable. Show your intentions on making an impact with your brand. And most importantly, build relationships and meet Gen Z through the bridge that you've created. Read also: Should You Hire A Digital Marketing Agency Social Media Marketing Role In Technology

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

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