{"id":11388,"date":"2023-03-27T09:00:32","date_gmt":"2023-03-27T08:00:32","guid":{"rendered":"https:\/\/www.contactbabel.com\/?p=11388"},"modified":"2023-03-24T11:53:40","modified_gmt":"2023-03-24T11:53:40","slug":"agent-engagement-morale-and-empowerment-and-the-implications-for-your-contact-center","status":"publish","type":"post","link":"https:\/\/www.contactbabel.com\/staging\/agent-engagement-morale-and-empowerment-and-the-implications-for-your-contact-center\/","title":{"rendered":"Agent engagement, morale, and empowerment \u2013 and the implications for your contact center"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">It goes without saying that no one wants to work in a despondent environment \u2013 and those that do find themselves in such a situation will quickly become disengaged.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Agents with low morale deliver lower engagement and performance, as well as higher rates of absenteeism and turnover. As such, improving morale is good for business and the team supporting it.\u00a0<\/span><\/p>\n<p><a href=\"https:\/\/www.contactbabel.com\/staging\/the-us-contact-center-decision-makers-guide\/\"><span style=\"font-weight: 400;\">Our latest research into US contact centers<\/span><\/a><span style=\"font-weight: 400;\"> suggests that contact center morale is, on average, generally positive, with 68% of respondents reporting \u201cgood\u201d or \u201cexcellent\u201d morale. This is higher in large 200+ seat contact centers (80%).\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">On the other hand, 32% of respondents reported either \u201cpoor\u201d or \u201caverage\u201d morale. The concentration is highest when it comes to medium-sized (51-200 seat) operations, where 18% stated that agent morale was actively poor.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This shows that there is still room for improvement across all contact centers \u2013 but particularly within small or medium-sized contact centers.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With this in mind, here were the most popular responses when respondents were asked what would be likeliest to help boost morale at their contact center.\u00a0\u00a0<\/span><\/p>\n<p><b>28% believed higher pay would boost agent morale\u00a0<\/b><\/p>\n<p><span style=\"font-weight: 400;\">When contact centers were asked what single factor could most boost agent morale, higher pay was the most popular response. That said, raising salaries is not entirely realistic in most contact centers \u2013 and, whilst keeping the same staff, technology and process, higher pay is arguably unlikely to make much of a difference after the initial enthusiasm has worn off.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Still, it is important to note that there is a direct data correlation between higher salaries and lower agent attrition.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Instead of a raise in salary, 12% cited incentives such as a bonus, prizes, or rewards as another way to help improve team morale.\u00a0<\/span><\/p>\n<p><b>Flexible working practices\u00a0<\/b><\/p>\n<p><span style=\"font-weight: 400;\">14% of respondents felt flexible shifts would improve morale \u2013 and 14% more backed opportunities for home working. When compared with the fact that only 2% suggested better facilities and working environment, it seems respondents believed it was the <\/span><i><span style=\"font-weight: 400;\">flexibility<\/span><\/i><span style=\"font-weight: 400;\"> of the working practices that could particularly improve spirits.\u00a0<\/span><\/p>\n<p><b>Information and knowledge management\u00a0<\/b><\/p>\n<p><span style=\"font-weight: 400;\">The research found that only 3% of respondents felt more, or better, training would boost confidence \u2013 and only 9% said it would boost performance.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Instead, 14% felt better technology was required \u2013 more specifically, a single unified desktop, knowledge bases, dynamic scripting, and so on \u2013 which would allow agents to find all the necessary information in one place.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">From this, 27% believe improved knowledge management would boost agent performance, and 24% said the same of a unified omni-channel agent desktop.\u00a0<\/span><\/p>\n<p><b>Agent empowerment\u00a0\u00a0<\/b><\/p>\n<p><span style=\"font-weight: 400;\">13% said agent empowerment was crucial for improving morale. This encapsulates everything an agent might need to better make decisions to help customers, including necessary systems, processes and organizational culture.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Not only this, but improving agent empowerment can also help improve the first-contact resolution rate, and thus both agent performance and customer satisfaction.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Are you looking for greater insights into how to improve agent engagement and empowerment? If so, you can <\/span><a href=\"https:\/\/www.contactbabel.com\/staging\/the-inner-circle-guide-to-agent-engagement-and-empowerment\/\"><span style=\"font-weight: 400;\">download our research report on the topic from the ContactBabel website<\/span><\/a><span style=\"font-weight: 400;\">, giving you the data you need to begin improving morale, performance and ultimately, customer satisfaction.\u00a0\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>It goes without saying that no one wants to work in a despondent environment \u2013 and those that do find themselves in such a situation will quickly become disengaged.\u00a0 Agents with low morale deliver lower engagement and performance, as well as higher rates of absenteeism and turnover. As such, improving morale is good for business [&hellip;]<\/p>\n","protected":false},"author":20,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-11388","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Agent engagement, morale, and empowerment \u2013 and the implications for your contact center - ContactBabel<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.contactbabel.com\/staging\/agent-engagement-morale-and-empowerment-and-the-implications-for-your-contact-center\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Agent engagement, morale, and empowerment \u2013 and the implications for your contact center - ContactBabel\" \/>\n<meta property=\"og:description\" content=\"It goes without saying that no one wants to work in a despondent environment \u2013 and those that do find themselves in such a situation will quickly become disengaged.\u00a0 Agents with low morale deliver lower engagement and performance, as well as higher rates of absenteeism and turnover. 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