Seven secrets to improving the employee experience of your contact center team members
The right contact center solution improves the employee experience and, ultimately, member service.
We’ve recently heard a lot about the Great Resignation. In fact, according to Ceridian’s 2022 Pulse of Talent report of employees, a total of 61% are at risk of leaving—23% actively job searching and another 38% ar open to new prospects. Winning the war to attract and keep talent takes more than pay, and this is especially true for attracting and keeping contact center staffers. Winning the war to attract and keep contact center talent depends on providing a great employee experience.
What’s an employee experience?
While different organizations define it differently, at its core, employee experience is the employee’s journey with your organization. Just like the customer or member experience, the employee experience is comprehensive and includes every interaction the employee has with your organization.
So, employee experience includes how the employee interacts with the workplace, job role, co-workers, managers, organizational policies, internal processes and technologies. Just like member experience success, employee experience success is overall employee engagement, productivity and well-being.
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