Picture this: By dinner time tomorrow you’ll be sitting around the table enjoying a festive Thanksgiving meal and preparing yourself for the lethargic feeling you’ll have after consuming an unimaginable amount of food (nom-nom). You’ll sit back on your favourite spot on the sofa, put your feet up and have thoughts of gratitude. How thankful you are to be surrounded by great family, caring friends, and all the gifts of life we’re lucky to have. Now let’s take that scenario and think about how to show the same amount of gratitude to call center agents.
Even though employee appreciation may seem like common practice, most contact center agents feel unappreciated and disengaged. Managers may think they’re showing appreciation, but more often than not, those thanks are not heard. With Black Friday around the corner and the holiday season quickly creeping in, the call center is sure to get inundated with calls and requests. If you’re trying to bridge the gap this Thanksgiving, you can start with these simple tips to increase agent engagement.