Workforce Engagement Management
Equipped with the right cloud contact center solution, improving agent experiences, reducing attrition rates, and managing the entire employee lifecycle is a breeze.
Agents are the backbone of your contact center. It only makes sense to exhaust all measures to create a healthy, happy, and encouraging environment that allows agents to work efficiently and comfortably for them to be able to deliver the best customer service possible. Investing in agent engagement ultimately ensures that your business is staffed by capable, qualified agents who you can trust to be the face of the company for your customers.
With RingCentral Contact Center, you get exceptional workforce engagement management tools that can help you stay ahead of the competition. We will help you build a well-oiled contact center operated by outstanding employees.
Lower operational costs
Manage different workflows in a single platform without the need to shift from one app to another—a great way to save money while improving operational efficiency in the process.
Decreased employee turnover
Keep your agents motivated through positive experiences, great career opportunities, and healthy workspaces to prevent employees from looking for new jobs elsewhere.
Better customer experiences
Build stronger customer relationships by ensuring each interaction is supported by unparalleled agent expertise, professionalism, valuable insights, and hands-on assistance.
Improved employee engagement
Boost agent performance by leveraging speech analytics, coaching and feedback, training, and other workforce engagement management solutions.
RingCentral Workforce Engagement Management Solutions
Performance Management
- Get a complete view of call data, contact statistics, customer accounts, CRM integrations, and other back-end office information within a single dashboard.
- Leverage automation in collecting data to reduce mistakes and speed up reporting and analysis.
- Measure, monitor, and manage business workflows guided by real-time insights to achieve goals and determine elements directly affecting your bottom line.
Quality Management
- Record calls and screens to get a reliable means of reviewing the quality of agent and customer interactions. Remember: quality interactions mean positive customer experiences, which leads to higher retention.
- Create and manage customizable review forms that quality assurance teams can use for a proper, more effective review process of agent performances.
- Utilize an easy-to-use platform that encompasses all essential tools QA experts need to ensure that each call meets company and customer expectations.
Quality Assurance
- Strengthen your support team by finding areas of improvement and strategizing effective coaching and training sessions.
- Create customizable scoresheets according to your team’s KPIs in order to more accurately review and assess agent performances.
- Supervise agent interactions with customers by recording contact made through voice calls, chats, social media, emails, or other digital channels.
Workforce Management (WFM)
- Avoid staffing issues with smart forecasting tools that utilize artificial intelligence (AI) to generate flexible agent schedules based on historical data.
- Give your workforce the ability to trade shifts amongst themselves, letting them work out change of plans or scheduling conflicts.
- Reduce risk by simplifying compliance with appropriate labor standards, training and certification, sick leaves, healthcare requirements, and so on.
Call Recording
- Enable automatic call recording to ensure all incoming and outgoing calls are recorded the moment the conversation starts and stops when the call ends.
- Gain more control with on-demand recording that allows users to manually record phone calls at any time with the press of a button.
- Create a custom call recording announcement by recording your greeting through phone or computer or by importing an audio file.
Workforce Optimization (WFO)
- Use gamification to boost customer engagement by providing ways to earn points and level up or even creating a game that interacts with customers.
- Reduce clutter by opting for a single set of integrated tools that give you a bigger and clearer picture of your contact center operations and pinpoint opportunities to improve customer journeys and employee performance.
- Utilize time management tools to gain a better handle on scheduling, staffing, and managing overtime costs.
Call Monitoring
- Hear sales and support staff during active calls with customers, leads, and clients in real-time, and, when necessary, whisper, barge in, enter conversations, or even take over calls.
- Monitor calls from desk phones or RingCentral for Desktop, and easily switch from one device to another for your convenience.
- Train and guide new agents as they navigate difficult interactions, resulting in fewer escalations and more satisfied customers.
Screen Recording
- Install ScreenAgent on workstations to record all activities done by agents during an active call. Recording policies on when to record can be edited and customized accordingly.
- Have full control over the permissions and limitations of screen recording in consideration of your business storage capabilities.
- Pre-determine the percentage of voice and digital interactions that require screen recording.
Coaching
- Set goals, monitor KPIs, gain insights into agent performances, and provide consistent agent grades with informed datasheets and reports.
- Improve new agent onboarding by analyzing the resources, training courses, and other support your current group of agents need.
- Take advantage of scoresheets and dashboards that display data collected via CRM, call recordings, and automatic call distribution to gain immediate feedback on how your agents measure up against one another.
Discover a better, more effective way of keeping your agents happy and your customers satisfied.
FAQs about RingCentral WEM Solutions
The voice of the employee or VOE refers to the process of taking ideas, grievances, suggestions, or any kind of feedback from employees. Capturing this data is crucial in improving overall employee satisfaction in your contact center. Just as your agents strive to achieve excellent customer satisfaction in every interaction, they also want to work for a call center that provides a quality employee experience.
VOE is a great opportunity to show your agents that their voices matter and that they play an important role in creating positive experiences for both agents and customers.
The voice of the customer or VoC describes what customers are saying about a business product or service. Capturing and listening to VoC gives organizations pertinent data that can be used to understand customer insights, problems, complaints, and feedback about their experience and expectations.
When you take the time to understand VoC, you can confidently provide the means to meet their needs, adjust to their preferences, and gain customer satisfaction and loyalty in the long run.
What you want is a solution that combines a multitude of functionalities into a unified platform to save you time, effort, and resources. RingCentral WEM software, for example, includes a broad range of tools that are specially built for the cloud. It is a straightforward, cost-effective solution designed with your success in mind. Contact our team for more information about our cloud communications platform, pricing, and packages.
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