Call Centers2020-04-30T18:40:20-04:00

Call Centers

WorkJam’s digital workplace provides call centers with the tools they need to meet the demands of the emerging workforce through greater employee engagement.

Call Centers

WorkJam’s digital workplace provides call centers with the tools they need to meet the demands of the emerging workforce through greater employee engagement.

Today’s call centers are facing more challenges than ever.

Increasing societal, cultural and economic forces are driving higher costs and thinner margins. At the same time, customer and employee expectations are evolving, regulations are volatile and competition is on the rise.

 

How can call centers win?

Engaged employees. By cultivating a positive workplace experience, employers can boost employee productivity and knowledge, while cutting operational costs and improving revenues through a superior customer experience.

 

In short, frontline workers have come to expect a better employee experience. They want more control and flexibility over their schedules regarding when and how many hours they work each week. They expect to be informed and connected with their employer and feel well-equipped to do their job. They want their voices to be heard and to be recognized and rewarded for their achievements.
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How does the WorkJam Digital Workforce benefit each area of the Call Center Organization?

The WorkJam mobile and web platform enables employees to manage their work life with intuitive resources like schedule management, task management, messaging, development, and training. With WorkJam, call centers can improve retention rates, align associates with business goals, reduce operational costs and drive customer experience to new heights. The platform enables employers to develop, empower, and engage their frontlines while extending existing workforce management systems (WFM).

Hourly Employees

It’s estimated that 51% of employees are actively looking for a new job or watching for new job openings. In a shallow labor pool, employers need to understand how to empower their employees to manage their own work-life balance and in turn build employee engagement.

Managers

Two-thirds of employees currently communicate scheduling changes to managers face-to-face. Precious time is lost by managers everyday due to inefficient staffing processes. Managers need better self-service tools for their frontline workers so they can focus on supporting their employees, customers, and sales.

Operations

Labor costs are rising dramatically and public policy continues to evolve. It’s increasingly important for operations to be able to adapt to changing labor demands while meeting all policy requirements.

White paper

Corporate Communications

66% of consumers who have switched brands have done so because of poor customer service. By implementing a digital communication strategy, call centers can ensure associates are aligned with both corporate goals and company vision.

White paper
Data sheet

Training & Onboarding

As industry competition intensifies, call centers struggle to make time for comprehensive training initiatives that are necessary for a highly-personalized customer experience. In fact, one study shows that nearly 70% of workers say that training and development are the most important assets related to workplace policy.

White paper
Data sheet

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