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Employee Engagement
With the new hybrid world of work, growing numbers of employees want to be able to work from home at least some of the week, and organisations can see this as an opportunity to attract and retain the best people in a competitive market for top talent. Not only that but employees are looking for meaningful work, and technology can help strip out the most boring and routine tasks to help employees add value to their customer interactions and resolve issues more efficiently, creating less stress for the employee and the customer.
Challenges
Happier employees, better business
The Great Resignation
If your employees aren't happy or they aren't being allowed to work flexibly, many organisations are finding that they simply get up and leave. New working practices, new policies and new perks are part and parcel of ensuring that staff don't quit and move to a more flexible employer.
Work/ life balance
Many workers discovered during the pandemic, that a life less commuting was a life more pleasant. Employers are having to ensure operational efficiencies while handling a workforce which seeks a better work/life balance, with more flexible benefits and less time spent in the office.
Hybrid working
The world of work has changed. Hybrid working requires better technology to maximise workforce engagement, productivity and collaboration, and which allow virtual and face to face meetings to take place without impacting outcomes.
Career growth
Workforce retention is a growing issue, particularly for organisations such as contact centres which insist that agents must be in the office rather than working from home. Enabling and empowering staff using best in class quality management tools can improve retention and career growth options.
Wellbeing
With a growing focus on employee wellbeing, organisations are having to improve working conditions, practices and processes in order to retain staff. Call recording technology can be used to ensure the wellbeing of customers as well as staff.
Communication
With a remote, flexible and hybrid workforce, a focus on good, clear communication with all employees is a key consideration for employers. What tools are best and how best to communicate to ensure that a business operates effectively and efficiently?
Solutions
Agents, AI and Efficiency
Quality Management
Maximise your agents' performance and help them learn and grow with FourNet's Quality Management solutions. Identify individual strengths and weaknesses to deliver personalised coaching, training and development.
Agent Assist Tools
Artificial intelligence solutions can use intelligent automation to suggest responses to agents which can include relevant cross-selling or upselling options, while a call is in progress - enhancing your operational efficiency and sales.
Further reading from our Content Hub
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