• About
  • Advertise
  • Careers
  • Contact Us
Wednesday, June 25, 2025
  • Login
No Result
View All Result
NEWSLETTER
Tech | Business | Economy
  • News
  • Tech
    • DisruptiveTECH
    • ConsumerTech
    • How To
    • TechTAINMENT
  • Business
    • Telecoms
    • Mobility
    • Environment
    • Travel
    • StartUPs
      • Chidiverse
    • TE Insights
    • Security
  • Partners
  • Economy
    • Finance
    • Fintech
    • Digital Assets
    • Personal Finance
    • Insurance
  • Features
    • IndustryINFLUENCERS
    • Guest Writer
    • EventDIARY
    • Editorial
    • Appointment
  • TECHECONOMY TV
  • Apply
  • TBS
  • BusinesSENSE For SMEs
  • Chidiverse
  • News
  • Tech
    • DisruptiveTECH
    • ConsumerTech
    • How To
    • TechTAINMENT
  • Business
    • Telecoms
    • Mobility
    • Environment
    • Travel
    • StartUPs
      • Chidiverse
    • TE Insights
    • Security
  • Partners
  • Economy
    • Finance
    • Fintech
    • Digital Assets
    • Personal Finance
    • Insurance
  • Features
    • IndustryINFLUENCERS
    • Guest Writer
    • EventDIARY
    • Editorial
    • Appointment
  • TECHECONOMY TV
  • Apply
  • TBS
  • BusinesSENSE For SMEs
  • Chidiverse
No Result
View All Result
Tech | Business | Economy
No Result
View All Result
Home DisruptiveTECH

Seven Ways Cloud-based Contact Centre Technologies can Improve Employee Engagement

by Techeconomy
July 12, 2022
in DisruptiveTECH
0
UBA
Advertisements

Engaged employees are more passionate about their work and proactively contribute towards improving a business and its reputation.

In fact, a study from global analytics and advice firm Gallup confirms the strong link between high employee engagement and better business outcomes – across industry and company size – whether in good economic times or bad.

Shawn Gradwell, Solutions Architect at eNetworks
Advertisements
MTN ADS
Shawn Gradwell, Solutions Architect at eNetworks

“The contact centre has become instrumental in its contribution to improving the overall experience of customers – both external and internal – to an organisation,” says Shawn Gradwell, Solutions Architect at eNetworks, a Datacentrix company. “And cloud technologies are delivering significant value in this area, specifically for internal customers, by helping to improve employee engagement levels through improved collaboration between team members, important for social interaction and team cohesion.

1. The right tools

Cloud-based contact centre technologies are helping to improve employee engagement in several ways. “Having the right tools in place is an important consideration for better employee engagement,” Gradwell explains. “Cloud solutions can capacitate contact centre employees by allowing them to work effectively from home or from anywhere, maintaining their status as part of the team and keeping them engaged by using technology systems they are motivated to operate.”

2. User friendly interface and workflow automation

Next-generation cloud-based contact centre services create efficiencies that support employees in their work by delivering the service in an easy to use and understandable application that is available on their computers or mobile phones.

Customised workflows can be integrated automatically into existing ERP, CRM and ITSM systems, thereby reducing duplication, manual tasks and errors.

3. Reliable, real-time information

“Another key consideration is the fact that the analytical power and speed of the cloud is unparalleled and has increased the depth of the reporting and visibility across contact centre services. Not only does this empower employees, but real-time statistics bring about greater accountability to the team. Reliable data improves and opens communication in teams, which enhances teamwork and builds trust.”

4. Access to data-driven insights and trends

“Furthermore, cloud technologies deliver live data feeds and complete data-driven insights, enabling management to adapt their business strategies based on trends identified. This also provides managers with an opportunity to stay on top of their teams’ performance and to identify areas for improvement.”

5. Employee coaching

Gradwell goes on to advise that cloud technologies allow for employee coaching opportunities too. “Artificial intelligence (AI) generates a sentiment score on calls made to the service desk. The nature of customer comments in phone calls, text messages, emails, and chat sessions can be properly assessed and used as coaching opportunities for staff to be better kitted to handle various service call situations. Recordings are kept and transcribed automatically to support training initiatives.”

6. Tailored mentoring and recognition

“Supervisors can also provide tailored mentoring to individuals when analysing and comparing scores against the floor’s average. These scores mean that supervisors are more geared to recognise employee performance and express staff appreciation more regularly.”

7. Improved management

Modern cloud contact centre technologies offer users an easy-to-use, intuitive, experience-focused user interface that enables managers and supervisors to change call flows, routing and configuring text-to-speech IVR messages quickly and immediately, without any intervention from IT support or delays while a ticket is queued to an engineer. This permits supervisors to take decisions quickly to improve the performance of the team in each unique situation.

“Consistent employee engagement improves the physical and mental wellbeing of employees,” Gradwell continues. “A well implemented cloud contact centre solution supports employee wellbeing by allowing team leaders to engage more regularly and more meaningfully with employees, from addressing concerns timeously, through changing behaviour, to recognising and rewarding employee performance and more.”

Loading

Author

  • Techeconomy
    Techeconomy

    View all posts
0Shares
Tags: Cloud-basedcontact centre
Techeconomy

Techeconomy

Next Post

How Enea 5G-Service Engine will Enable Faster, Easier 5G Deployment

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

I agree to the Terms & Conditions and Privacy Policy.

This site uses Akismet to reduce spam. Learn how your comment data is processed.

Recommended

Naira and British Pounds, IMTOs

FX: Reasons Naira Exchanges N1,680/£1 this Week

1 year ago

TTSWG Opens Secretariat in Lagos

3 years ago

Popular News

    Connect with us

    • About
    • Advertise
    • Careers
    • Contact Us

    © 2025 TECHECONOMY.

    No Result
    View All Result
    • News
    • Tech
      • DisruptiveTECH
      • ConsumerTech
      • How To
      • TechTAINMENT
    • Business
      • Telecoms
      • Mobility
      • Environment
      • Travel
      • StartUPs
        • Chidiverse
      • TE Insights
      • Security
    • Partners
    • Economy
      • Finance
      • Fintech
      • Digital Assets
      • Personal Finance
      • Insurance
    • Features
      • IndustryINFLUENCERS
      • Guest Writer
      • EventDIARY
      • Editorial
      • Appointment
    • TECHECONOMY TV
    • Apply
    • TBS
    • BusinesSENSE For SMEs

    © 2025 TECHECONOMY.

    Welcome Back!

    Login to your account below

    Forgotten Password?

    Retrieve your password

    Please enter your username or email address to reset your password.

    Log In
    Translate »
    This website uses cookies. By continuing to use this website you are giving consent to cookies being used. Visit our Privacy and Cookie Policy.