Companies that struggle to provide exceptional customer experiences may be overlooking an important group and its place in delivering on the brand promise: contact centre agents.
We spend a lot of time working on and speaking about agent empowerment because engaged contact centre employees delight customers, leading to higher satisfaction and retention. Employee empowerment and engagement is a critical first step in reaching business goals, such as increased customer loyalty and revenue. We’re pleased that our work in this space is consistently recognised, and that Calabrio has been named the 2017 Saddletree Research Kachina Award winner in “Achievement in Employee Engagement Solutions.”
The Kachina Awards acknowledge innovative contact centre solutions and are judged by a panel of distinguished contact centre industry experts, led by Saddletree Research Chief Analyst Paul Stockford. Calabrio ONE was recognised as the platform of choice that empowers contact centre agents to drive their careers, motivating them to better engage with customers and exceed their expectations. This is Calabrio’s second Kachina Award—we won last year for “Innovation in Cloud Contact Centre Solutions.”
At Calabrio, we deliver technology and solutions that empower human interactions. When companies prioritise employee growth and success, they create environments where contact centre agents thrive. This requires implementing the right tools and strategies to help agents succeed. Putting agents at the centre allows businesses to decrease agent turnover and the associated costs of hiring and training new employees. More importantly, by investing in agents, brands create more meaningful relationships with customers. And, not only do engaged employees lead to loyal customers, they contribute to expanding brand awareness, increasing profitability and developing a positive company culture.
To learn even more about how to increase employee engagement inside the contact centre, download the Definitive Primer on Workforce Engagement Management.