Performance is a joint effort.
Every enterprise needs the tools and the processes to deliver its products or services, but the people who strategize, direct, and actually do the doing are equally key.
In fact, even in today’s tech-dependent world, neither of those two components of the whole can make it all work alone.
This inter-dependency is most prominently demonstrated when considering the optimization of the employee experience which encompasses the strategies needed to attract, recruit, retain, and nurture the workforce capable of achieving its goals.
Here, as is the case everywhere, technology – in particular, conversational data capture and analysis – can help provide the answers.
All enterprises have to do is partner with the right provider.
“Companies should not overlook the importance of Employee Experience (EX) in favour of Customer Experience (CX) – the former ultimately drives the latter,” says Ryan Kahan, CEO at the leading call recording and compliance company, CallCabinet, whose ground-breaking AI-driven conversation analytics and business intelligence solutions have the power to help.
“Conversational data and analysis tools provide organizations with valuable insights that help them understand and address employee needs. These tools play an important role in talent retention strategies and maintaining a skilled workforce.”
The loss of key employees, especially those who possess critical knowledge and skills, always has been and still is one of the top business challenges ever present today.
It can lead to a significant loss of institutional knowledge, disrupt business operations and, with the time and monetary costs associated with finding and training new staff members, can turn into a very expensive and very avoidable exercise.
CallCabinet recognizes the importance of retaining key talent and specializes in advanced compliance recording and conversational analysis technologies.
These tools empower organizations to gain unique and valuable insights from all their conversational data. This data is then converted into actionable business intelligence that helps those organizations keep a finger on the pulse of their EX and improve their ability to retain key talent.
“Many companies today use their conversational data to focus solely on the CX, and for good reason,” says Kahan.
“However, they often overlook the importance of employee experience that should be monitored at the same time. Every business conversation that gets recorded can be a goldmine of employee experience information to the business. It’s yet another value layer of CallCabinet’s AI-powered solutions.”
CallCabinet’s AI-driven analytics utilizes deep machine learning and natural language processing (NLP) to analyze sentiment and emotion at both ends of the internal and customer-facing employee conversations – via voice calls and a range of other communication and collaboration channels.
Combining that functionality with a full suite of rich features and quality assurance tools, organizations have the ability to stay on top of what is happening within their organization and how that influences their overall performance.
One such feature is CallCabinet’s screen recording capability that gives managers a clear view of what employees have open on their screens when talking to customers. This helps monitor workforce performance, streamline procedures, quickly resolve customer conflicts, and identify best practices and how to train accordingly.
Organizations can monitor performance of their entire workforce or track individuals to assess strengths, weaknesses, and areas in need of improvement. For example, CallCabinet’s analytics solutions feature an intuitive Visual Scorecard Creator, enabling managers to effortlessly design custom decision trees that accurately score and monitor performance, consistently aligning with the standards set by their organization.
That said, on the quality assurance automation side of things, CallCabinet records and analyses 100% of conversations, which also levels the playing field for employees across the board. Human error and personal bias are very real challenges in manual quality assurance processes and can be detrimental to top talent retention.
Using CallCabinet, emotional cues can be actively monitored and paired with performance data to spot potential burnout, mood changes, and other telltale signs of employee fatigue or dissatisfaction. When used by employees, keywords and phrases can act as alert triggers for managers to intervene in ways which improve or reward behaviour.
With that deep understanding of employees’ sentiments and needs, companies can then take targeted actions to improve engagement, job satisfaction, well-being and, ultimately, retention. The same intelligence can also help shape strategies to attract key talent based on a clear understanding of the skills and personality traits that are most important in customer-facing roles.
In turn, this helps employees enhance their communication skills, develop better relationships with colleagues, and be more motivated perform productively.
Sounds like a winning formula all round..!
To learn more about how CallCabinet can help your and your customers’ businesses leverage the transformational power of compliance call recording and analytics click here.
