![\"Employees](\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2022\/04\/SP-0322.jpg\")
\nIn this second blog of the series, we explore why technologies that humanize experiences through the likes of AI-infused analytics and intelligent automation, such as modern Workforce Engagement Management (WEM) solutions, are\u00a0the next step towards developing a robust wellbeing strategy<\/a>.<\/p>\n \u00a0<\/b>3 ways to de-stress the workforce<\/b><\/p>\n Today\u2019s WEM solutions offer the perfect de-stressing tool for agents, operational supervisors and senior managers. Use them to enhance staff engagement, optimise contact centre performance and boost profitability:<\/u><\/p>\n 1. Your day, your way<\/b> \u2013 agent stress is a powder keg just waiting to explode.\u00a0 Agents cite managing their work\/life balance as the biggest stress factor (41%) followed closely by \u2018complex customer issues\u2019 (36%) and \u2018too many calls\u2019 (34%). When agents take control of their working environment, their mood lifts, they feel energised and stress levels fall.\u00a0 Bring calm to chaos by introducing\u00a0self-scheduling<\/a>\u00a0tools so your agents can move lunches, catch-up with colleagues and make time for new learning as customer demands or domestic events occur throughout the day.\u00a0 Equally, give them the chance to add extra working time to their coming week if they need to earn overtime. Self-scheduling gives agents independence and access to instant changes, yet approvals can be automated based on staffing-need parameters.<\/p>\n Why not add personalised dashboards to the mix so your agents can track their own performance to remain focused and motivated?\u00a0 This is a particular bonus when the majority of people are working remotely.<\/p>\n 2. Superstar managers with a listening ear<\/b> \u2013 being a supervisor today is hard work.\u00a0 They are expected to excel operationally and be excellent people managers but often lack the data and tools to manage the fast-changing dynamics of their contact centre effectively. While many organisations are busy leveraging analytics to uncover the voice of the customer, the same cannot be said when it comes to truly understanding agents.\u00a0 Roughly half (48%) of contact centre managers report they are not doing enough to focus analytics tools on their teams and cite training opportunities (37%), employee satisfaction (33%) and productivity (33%) as the top missing insights.<\/p>\n Using analytics for personalized performance coaching has been made easier by the introduction of AI enabled recording and tracking of 100% interactions and agent performance metrics. This data can facilitate coaching conversations, while identifying individual or team skill gaps to allow managers to provide better training and support to agents who need it most. Data-driven performance coaching increases agent confidence, satisfaction and productivity while easing operations and a manager\u2019s path to achieve these results.<\/p>\n 3. Reap the rewards of a connected enterprise <\/b>– to grow, organisations need a\u00a0360<\/em>-degree view of their data. Yet, according to Harvard Business Review, while 83% of companies stress the importance of turning data into actionable insight, only 22% of senior executives feel their company is successful at doing this.\u00a0How can business leaders possibly make informed decisions and improve profits if they have no clear visibility of what is happening across their organisation?<\/p>\n Successful leaders recognise the importance of connectedness in every sense of the word \u2013 IT systems, information, ways of working and thinking.\u00a0 It\u2019s an approach that overcomes the harmful silos that often get in the way of becoming a connected enterprise, where all parts of the organisation work together to deliver exceptional customer experiences.<\/p>\n The foundation of a successful customer-centric organisation lies with positioning the contact centre at the heart of the business intelligence platform.\u00a0 Sharing valuable data on the real thoughts and feelings of customers depends on seamless integration with other departments using technology such as Calabrio\u2019s\u00a0enterprise customer experience intelligence (CXI).\u00a0 Organisations benefit from becoming more connected to their customers and their employees, and pervading stress just melts away.\u00a0\u00a0<\/span><\/p>\n In our next blog,\u00a0<\/a>we delve deeper into the concept of wellbeing and how it can be used to drive personal and organisational growth.\u00a0\u00a0For more ideas and inspiration on identifying stress triggers, process improvement checklists and tech buyer guides for managing wellbeing across the entire workforce download\u00a0Calabrio\u2019s Workforce Wellbeing Recovery Toolkit<\/a>.<\/span><\/p>\n About the Author<\/strong><\/p>\n Ross Daniels is Chief Marketing Officer at\u00a0<\/b>Calabrio<\/b><\/a><\/b><\/p>\n Embrace analytics to boost your wellbeing strategy – that\u2019s the message from Ross Daniels at Calabrio. Here, he gives 3 reasons why you can\u2019t afford to ignore the latest advancements in technologies..<\/p>\n","protected":false},"author":541,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[2],"tags":[186,191,178,179],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/32477"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/541"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=32477"}],"version-history":[{"count":12,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/32477\/revisions"}],"predecessor-version":[{"id":32491,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/32477\/revisions\/32491"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=32477"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=32477"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=32477"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}![\"Ross](\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2021\/12\/ross-daniels-calabrio.jpg\")
Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions. The scalability of our cloud platform allows for quick deployment of remote work models\u2014and it gives our customers precise control over both operating costs and customer satisfaction levels. Our AI-driven analytics tools make it easy for contact centres to uncover customer sentiment and share compelling insights with other parts of the organisation. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support. Find more at\u00a0calabrio.com\/<\/a>\u00a0and follow\u00a0@Calabrio<\/a>\u00a0on Twitter.<\/p>\n","protected":false},"excerpt":{"rendered":"