Proven to motivate employees and accomplish business goals, engaging the workforce has been a hot topic of late. And for good reason—committed, productive employees are true assets to the company, striving to satisfy customers. In this four-part series, we will explore four areas vital to increase agent engagement and offer tips you can use to implement these ideas in your contact center.
Evaluations from supervisors and feedback from customers have traditionally helped shape the skill of your workforce. But what about the agent’s point of view? Including a self-evaluation gives your agents a chance to discuss areas in which they are succeeding and areas that may need improvement. Even better, it sets the table for introspection; helping agents consider wins and challenges, while also contemplating areas for growth.
Self-evaluations also provide valuable information to managers. This article in The New York Times explains that these evaluations, “…give people an opportunity to expand and redefine terms like ‘good performance’ and ‘areas of improvement’. They allow employees to focus on elements of performance that are important to them.” With a greater understanding of your agent’s view, you can have a much more impactful and productive review meeting.
For an even deeper perspective, consider implementing peer evaluations. This level of engagement encourages agents to reflect on a team member’s performance and how it helps further the team’s goals. Peer evaluations offer these benefits:
- Agents are compelled to take a deep dive into the performance indicators so they know how to grade their peers well. This helps agents engage with the requirements more and may help them spot areas they also need to improve.
- Because agents know the quirks of the job, they may be more open to listening to constructive feedback and encouragement from their peers.
- While using the evaluation criteria, agents also learn the level of performance expected of them.
- Simply being aware that team members will assess their performance encourages agents to work together, even when a supervisor is not present.
If the thought of collecting self and peer evaluation metrics and then combining them with supervisor and customer feedback is a little overwhelming, ditch the paper forms or electronic spreadsheets and switch to workforce optimization software that does the job for you. A well-developed solution allows you to build your own forms to accommodate the different evaluations and summarizes results for you to review on dashboards and reports.
With this valuable performance information at your fingertips, you can identify leaders in your organization, spot areas that need focused training, and send a clear message that your agents matter and their opinions count.