The importance of agent engagement when introducing a contact centre CEM solution
When measurement tools within the business are not used constructively, a CEM tool can quickly be viewed by the agents as another stick by which they can be beaten.
There are many instances of high levels of engagement within businesses and contact centres with examples of contact centre managers, team leaders and agents being genuinely engaged and enthusiastic. Within these organisations, there is an eagerness to see the results as they come through in real-time and a hunger to know what the customer says about them.
We’ve also however, seen examples of disengaged teams where the tool is viewed in a negative light. This is often symbolic of the culture within the organisation and is driven from the top down. Other measurement tools within the business may not be used constructively and hence, a CEM tool can quickly be viewed by the agents, as another stick by which they can be beaten.
