Happy Employees = Happy Customers

How Employee Experience (EX) will enhance your contact centre

Today’s Challenge

Rising rates of burnout mean that employee motivation is dwindling, absenteeism is on the rise, and retention rates are at an all-time low. Your employee experience directly impacts your customer experience - happy employees mean happy customers. Too often organisations overlook the importance of the employee’s experience to focus solely on the customer experience. At eleven, we understand that these two go hand in hand.

Investing in your employees is investing in your customers

In the famous TED talk by Dan Pink he speaks of the three elements of motivation: Purpose, Mastery and Autonomy. In the highly standardised, process-driven world of contact centres where there are strict scripts and protocols in place to ensure a repeatable customer experience, we need to find unique and alternative ways to bring motivation to our contact centre teams. How can we introduce a sense of purpose, an opportunity to learn and a sense of autonomy? Eleven has partnered with Centrical to bring these elements to your employees every day - a sense of fun, of progression and learning.?

Introducing Centrical

Centrical is an employee engagement and performance platform that puts your employees in the centre of your business. Bite-sized bursts of micro-learnings allow your employees to learn and grow in their contact centre career. Gamification brings about a positive culture and behaviours that drive success. Real-time analytics and AI pulls employees data to support people coaching and conversations. At eleven, we bring to life the human-side of the contact centre through this remarkable tool that enhances employee experience so that you can enhance customer experience.?