Finally an Employee Engagement Tool Designed for Contact Centres!
At McDaniel Partners, we are excited to announce that we will assist with the go to market launch in North & South America and the Caribbean!
This Employee Engagement tool has taken about 18 months to develop and test. According to Dr. Wallace, she is very happy with the model, its rigor, validity and its ability to directly link engagement to performance at an individual and centre level.
Why is this topic of great importance in the contact centre industry? Because not only do agents resign from contact centres in significant numbers, a large percentage also choose not to stay in the industry. The stats below show the percentages of agent who resigned from a contact centre in Asia in the last 12 months and who moved to another centre or left the industry altogether.
These statistics are scary! On average, across the region 59% of agents who resigned or left their current job chose not to stay in the industry. This means that understanding employee engagement is essential to reduce this considerable drain of skills and talent from the contact centre industry.
Over the coming months, callcentres.net, Insight Now and McDaniel Partners will launch a contact centre customer experience tool. This is also much more powerful and useful than what is currently available in the market as the tool can link a specific call experience to brand, loyalty and customer behavior.
For more information about this specific Employee Engagement measurement program or our suite of other programs designed for specific business functions - contact us directly.
Comments
Judy,
This looks great and I think you would offer so much to this project. All the best with this as you provide a much needed service to call centres.
David
Posted by: David Zinger | April 23, 2008 07:11 AM