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Using Technology to Help Contact Center Agents Stay Motivated

By Special Guest
Lyza Hayn
November 09, 2018


Want to give your employees a motivational boost? Utilize different technologies to encourage collaboration, teamwork and healthy competition.

In this day and age, technology plays a role in nearly everything we do. That holds doubly true at work where we’re surrounded by phones, computers, printers and a whole slew of software to help us use them. But apart from increasing production through efficiency, technology has another role to play in the contact center workplace: that of the motivator. So, how can you use technology to keep your workers engaged and driven toward a team-oriented environment?

A work environment that encourages both collaboration and healthy competition is key to rousing employee interest and participation. And there happens to be specific collaboration software developed specifically for the call center niche. For example, technological creator 8x8, Inc., develops and produces such technology, allowing for in-team collaboration and cloud communications designed for contact centers. This software gives rise to a sense of comradery, increasing company-wide loyalty and encouraging hard work. 

Of course, an environment that focuses too much on collaboration could easily hinder the motivation of individuals. That’s why it’s critical to have technology in place that measures and rewards individual performance in a quantitative and substantiated manner. Indeed, one of the essential management tools is human capital management (HCM) — and using HCM software is imperative for motivating on an individual level. This technology not only attracts employees but also, recognizes good (or bad) performance of the ones you already have, providing rewards to valuable individuals. Such encourages employees to stand out and keeps things flowing smoothly along HR and talent management pipelines.

It’s also a good idea to introduce some healthy competition and a respite from the everyday drudgery. It’s crucial to foster motivation through the work environment, but that doesn’t mean that it should be dull. On the contrary, it shouldn’t be. One of the best ways to encourage motivation in the workplace is to let your employees have an occasional break from it. As a manager, consider boosting productivity with games. Everyone is playing on the computer and on their phones, so it’s a good idea to utilize mobile tech to help bring out the fun side in your workers. There are plenty of apps out there that can engage your team and help them learn to work together, from action/adventure games to simple word puzzle games like Scrabble. You could even use an online scoring or stats tracker so that the results are public knowledge.

Technology is not only a substantial influence on our lives, but it’s also a ruling one. Using it to our ends for any and all purposes is paramount to getting ahead in any industry. And one of the most often-overlooked ways to utilize it is in employee motivation, satisfaction and management. The tools at our disposal not only help us run the day-to-day office life but they also have the power — if we use them appropriately — to affect the soul of the company.


 
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