Written on March 22nd, 2010 by Mignonno shouts
A recent article in the NZ Herald highlights the vital importance of workplace wellness programmes:
“According to research collated by Southern Cross, health and wellness programmes can contribute to increased productivity by supporting employees’ ability to achieve and reducing the number of sick days taken. A healthier workforce also results in stronger championing of the company to others. An Australian study showed workers with a high health and well-being (HWB) score, worked about 143 effective hours compared with 49 effective hours worked per month for a worker with a low HWB score.
As we enter the autumn season, the sniffles have started in offices across the country, particularly in high-stress work environments where emphasis is on the work, not play. Far-sighted employers are trying to follow the latest advice.”
Check out the entire article at:
http://www.nzherald.co.nz/employment/news/article.cfm?c_id=11&objectid=10633453
Written on January 14th, 2010 by Priyano shouts
Poor communication and an inability to deviate from the script have been named as the biggest consumer frustrations with call centre agents. Less than 2.8% of respondents said that they were happy with their call centre interactions.
The survey, conducted by Aurix, asked over 100 consumers to select from a list of common complaints about agents, which also included: a rude or unpleasant manner, insensitivity, or unsubtle cross- or up-selling attempts when making a separate enquiry.
To enable call centre managers to monitor the performance of their agents, and to identify how consumers are responding to them, Aurix has recently launched its desktop speech search and analytics product, Gopher-it.
The tool enables contact centres to identify words and phrases in recorded calls, helping management teams to measure the performance of agents and the responses of clients to combat compliance breaches and gain competitive advantage. This results in the ability to address the problems at the root cause, the processes and procedures driving the business.
Peter Rogers, CEO at Aurix explains, “Call centre agents and their managers face a host of challenges in their daily job. But with the ability to quickly and easily search speech in call recordings, they can identify any bottlenecks, dealing with skills gaps or poor communication. In addition, the technology can be utilised to identify customer grievances – cutting out issues which cause customer frustrations at the earliest possible stage.”
The phonetic speech search technology used in Gopher-it was originally developed by scientists at Aurix for the intelligence services. It has now been successfully transformed into an application for the contact centre environment, which is simple to use, easy to deploy and low cost to implement and maintain.
Source:
Extract taken from the UK magazine (Call centre helper.com) published on Dec 2nd 2009.
