Enhance agent motivation with cross-team collaboration


Highlights:

  • Cross-team collaboration can enhance agent motivation and engagement and guarantee optimum experiences for purchasers.
  • Clear communication and duties are key to good group collaboration.
  • RingCentral’s cloud-based options are designed with cross-team collaboration efforts in thoughts.

Remoted groups and an absence of group collaboration can sabotage agent motivation. In case your contact heart is seeing indicators of poor agent motivation, it could be time to give attention to cross-team collaboration efforts.

Getting all brokers from totally different groups concerned can hold them extra engaged at work, and assist scale back excessive charges of agent churn. Such collaboration can enhance contact heart agent productiveness and ship high-level buyer expertise.

Right here’s what each contact heart supervisor ought to find out about cross-team collaboration.

What’s cross-team collaboration and why is it vital?

Cross-team collaboration refers to a gaggle of individuals from totally different groups working collectively to attain the identical purpose. This idea is vital to efficiently scaling a enterprise. Lack of group collaboration makes it harder to finish duties and obtain particular targets.

Contact facilities that make an effort and spend money on cross-team collaboration can profit from increased worker satisfaction and engagement, higher agent productiveness and retention, and extra profitable buyer experiences.


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Methods to spice up cross-team collaboration

When employees from totally different groups or features throughout the enterprise come collectively to work towards a standard purpose, they’ll really feel extra linked and shall be higher at problem-solving. Listed below are some methods to boost cross-collaboration efforts in your contact heart.

Centralize communication channels

Contact facilities that use a number of communication channels for inner communication could wish to consolidate such channels into one omnichannel platform. This can assist keep away from the necessity to swap between numerous home windows and functions, which will be cumbersome and compromise communications. An omnichannel platform additionally permits for discussions inside one interface, eliminating the necessity for brokers to log in to a number of apps directly.

RingCentral gives omnichannel options that may consolidate and facilitate numerous ranges of communication, together with phone calls, video conferencing, SMS, stay chat, and immediate messaging.

Undertake a holistic view of group interactions

Every division performs an important function within the operations of a contact heart, and it’s vital that they’ve a shared imaginative and prescient to deliver them collectively and consolidate efforts to attain the identical targets. Taking a holistic view of the totally different groups in a contact heart will permit administration to contemplate how numerous processes are designed to assist attain these shared targets. Ask staff to share suggestions on how they work with others and what they assume must be improved.

Share widespread targets

Employees will really feel extra motivated and engaged in the event that they’re stored within the loop of widespread targets and the way their particular person efforts may help the corporate obtain them. Offering brokers with context and readability for the corporate’s long-term imaginative and prescient can each enhance agent engagement and firm success.

Introduce cross-team tasks

Tasks that require the inclusion and energy of all group members can successfully foster a way of belonging amongst all staff. Every group member ought to perceive the significance of such tasks and the way the outcomes will profit them. In flip, they’ll be extra prone to be motivated to work successfully collectively.

Guarantee info transparency

Data that’s made available to all brokers — no matter the place or how they work — is useful, notably because it pertains to tasks they’re concerned in. To foster higher cross-functional collaboration, it’s vital to make sure full transparency and keep away from any info silos.

Construct firm tradition for off-site employees

Distant employees don’t get the everyday office expertise that in-house staff get, for apparent causes. Being bodily current in a contact heart gives the chance to develop relationships with numerous employees, managers, and departments.

Administration ought to take steps to contain distant staff as a lot as they contain on-site employees. Bringing all group gamers into the combination can take away silos and assist all brokers construct rapport with one another. On this approach, not solely does cross-team collaboration give attention to business-related ideas, but additionally on wholesome working relationships that may foster a wholesome firm tradition.

Use asynchronous communication instruments

Given the rising distant workforce that fashionable contact facilities make use of, it may be robust to speak info on each day actions when everyone seems to be in numerous time zones.

Though real-time communications are supreme, asynchronous communication can be utilized when such collaborations show troublesome. It may be helpful for setting schedules and agendas, submitting work to administration, and extra.

Share key metrics usually

Set particular dates to share vital enterprise metrics with all members of all groups. These communications don’t need to be prolonged, however simply lengthy sufficient to evaluate and spotlight all metrics tracked, in addition to previous successes and failures to pinpoint what’s working and the place enhancements must be made. These conferences will also be recorded and shared with those that can’t attend in actual time.

Undertake modern know-how options

Efficient and environment friendly contact facilities rely not solely on their workforce to make sure the success and satisfaction of consumers, but additionally on the know-how used for these communications. Implementing modern digital know-how can enhance and optimize contact heart operations, notably with reference to cloud-based options. With the correct instruments, contact facilities can optimize each agent and buyer experiences.

At RingCentral, we provide options for contact facilities, together with people who embody hybrid groups combining each an in-house and distant workforce. With the facility of cloud-based digital know-how, RingCentral’s fashionable options for right this moment’s contact facilities can combine all communication channels and facets of management heart operations.

 

Attain out to a consultant from RingCentral right this moment to request your free demo.

Final Modified Might 17, 2022


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