25 tips for optimizing your contact center's QA practices
Quality assurance does more than ensure regulatory compliance, it helps contact centers deliver the best outcomes for customers. Read our blog for tip...
The Team at CallMiner
November 16, 2016
FidoTrack’s first blog in Engagement Optimization revolves around a simple employee emotion but one that is incredibly absent in today’s workplace; happiness. One can argue about the reasons why it is important or why it is missing, however what is ultimately an undisputable net result of employee unhappiness is disengaged employees.
So why should managers or owners really care if employees are happy at work? Really, employees just need to show up, butts in the seat and do what they are told right?
The old Personnel Department’s and Human Capital Management 1.0 focused on just keeping track of their employees without a real strategic commitment or result. In addition, the Command and Control approach assured that the information train was Top Down. However today, true industry leaders have migrated to Human Capital Management 2.0, where Employee are truly at the CORE and information is flowing in all directions.
From the looks of it, there’s certainly room to improve on the happiness factor. A recent Gallup survey found only 13% of all employees are engaged at work, meaning the vast majority of working adults don’t enjoy their work. By one recent measure, this costs US businesses $450 billion annually. Looked at another way, poor worker engagement is an opportunity for companies to boost their productivity by investing in employees’ welfare and workplace happiness.
Much like Bob Dylan’s song “The Times They Are a Changin’ “, companies who understand that happy employees are engaged employees and engaged employees ultimately are more productive and generate less costs are becoming industry leaders. Our friends over at SnackNation assembled a cool infographic illustrating why it’s important to build a thriving organizational culture that drives employee engagement.
We are located in the Green Mountains of Vermont, on the shores of Lake Champlain where we also have a tremendous view of the Adirondack Mountains of New York. Vermont is not easy to get to but a real cool place once you are here… so we stayed!
Many years ago we were Call Center Operators ourselves, using several different systems and software solutions to power our call center. It was not cost effective, it lacked flexibility and we were not able to make real time decisions hence hindering our production. We knew it wasn’t ideal, but we basically just “dealt with it”.
We finally got fed up and decided to develop our own solution. The result was software that removed the IT headaches, it was pliable, lightening fast and certainly cost effective.
So we said good-bye to Call Center Operations and made our Company’s mission to offer Fidotrack as an elite Call Center Productivity Software that powers call centers around the globe. Proudly today we serve Fortune 500 Corporations as well as small centers that are just starting out in the business.
In Vermont we have some things we are known for; skiing, dairy and maple syrup. At FidoTrack we are working on adding another reason to love Vermont.
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