Business moves fast, but employee engagement strategies have failed to keep up. Here’s how the contact center industry is using technology to transform the employee experience, Jeff Gallino, CTO, and founder of CallMiner.
Despite 71% of executives agreeing that employee engagement is critical to their company’s success, a staggering 85% of employees are not engaged. Too many companies are missing the mark when developing an employee engagement strategy, which is resulting in underperforming employees, poor retention, decreased sales, and more. The time to take a proactive approach to employee engagement is now, and leading companies are turning to technology for assistance.
The contact center is one industry that has long felt the impact of constant employee turnover. The annual turnover rate of 45% is more than double the average for all U.S. occupations. Successful brands are overcoming this challenge in the contact center with speech analytics to convert from legacy performance measures to a more straightforward, more meaningful practice: listening.
What started as a means to identify customer pain points and trends has become a powerful tool for employees and managers alike by delivering a holistic interpretation of engagement and sentiment at each stage of the employee lifecycle.