GROOV FOR CONTACT CENTRES

Support your frontline team to lift retention

In the high-pressure environment of contact centres, high emotional labour is a daily reality. Groov is here to support your frontline team, but also provide managers with real-time actionable insights.

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Boost emotional resilience in high pressure situations

Groov helps your frontline team manage the daily emotional challenges that come with customer-facing roles. With personalised prompts, science-backed techniques, and real-time support, contact centre agents can build the resilience they need to stay calm under pressure and maintain their wellbeing, even in the most stressful interactions.

Improve employee wellbeing, reduce burnout

Contact centre work can be mentally exhausting. Groov provides your team with wellbeing strategies that fit into their workday, helping them recharge and maintain focus. By reducing stress and promoting positive mental health, Groov can help lower turnover and reduce burnout, creating a more engaged and satisfied workforce.

Enhance performance through targeted support

Groov’s platform delivers timely, relevant content that empowers employees to perform their best while feeling supported. From mindfulness exercises to energy-boosting tips, your team can access practical tools to help them stay productive throughout the day. In addition, Groov surfaces actionable insights and ideas that help contact centre agents work smarter, not harder—improving efficiency in task management, reducing errors, and enabling quicker problem-solving.

WHAT’S INCLUDED WITH GROOV FOR CONTACT CENTRES?

Groov provides real-time insights into the engagement and stress levels of contact centre staff, allowing executives to monitor productivity and identify areas for improvement. These insights help optimise team performance, ensuring customer service remains at a high level even during peak periods. Learn more .
Groov’s sentiment analysis captures how contact centre employees feel about their workload and work environment, helping executives detect early signs of burnout or disengagement. This data enables timely interventions that boost morale, improve retention, and keep teams motivated. Learn more.

Groov integrates directly into your team’s daily workflow, delivering personalised prompts and support right when they need it most. Whether they’re dealing with challenging customers or managing tight deadlines, Groov provides tools and techniques to help them stay calm, focused, and resilient—all without disrupting their tasks. This seamless support keeps your agents performing at their best while feeling cared for throughout the day. Learn more.
Groov Voice empowers your team to express how they’re feeling in real time through quick, simple check-ins. This anonymous feature ensures that contact centre agents feel heard without fear of judgment, allowing management to gain honest insights into team morale. By regularly collecting feedback, you can adjust team dynamics, workloads, or support mechanisms based on real-time employee sentiment, ensuring your team stays motivated and engaged. Learn more.

Groov’s bite-sized microlearning moments are designed to fit easily into a busy contact centre environment. These quick, actionable lessons provide agents with tips on handling stress, improving communication, and boosting efficiency. With just a few minutes of learning each day, your team can continuously sharpen their skills and adopt best practices to improve customer service and workplace resilience. Learn more.
Groov’s dedicated workplace scientist collaborates with your contact centre leadership to analyse employee data and provide strategic recommendations tailored to your team. From suggesting interventions to improve morale to optimising workflows for greater efficiency, the workplace scientist offers science-backed guidance to help your team function better, feel supported, and consistently deliver top-notch performance. Learn more.

HOW IT WORKS

Sensing

Groov automatically ingests data from the tools your team uses daily, spotting patterns and identifying anomalies and trends in real-time.

Science

The Groov Index, powered by generative AI and our world-class behavioural science, delivers real-time executive scores, helping leaders take immediate action.

Suggestions

Your managers receive real-time insights and actionable next steps to support their teams, drive performance and business outcomes.

SPECIALIZED SERVICES FOR CONTACT CENTRES

Supercharge Groov in your Contact Centre with Expert Services

Accelerate adoption of the Groov platform within your contact centre with Groov Together, an optional add-on that offers workshops, keynotes, coaching, and consulting. Groov Together is a fully customiseable experience—all services will be tailored to meet the unique needs of your organisation.

With Groov Together, your contact centre can access tailored workshops, coaching sessions, and expert consulting designed to boost both employee wellbeing and operational efficiency. Our team of workplace scientists and behavioural experts will collaborate with your leadership to tackle challenges unique to contact centres, such as managing emotional labour, reducing burnout, and improving team dynamics.

>> Explore Groov Together

WHAT CUSTOMERS LOVE ABOUT GROOV

“LEAD/SHOW/CARE has been amazing working within our team, because it gives them practical skills and tools they can use in the moment with customers.”

Emma Noble-Beasley, General Manager Contact Centre, Kiwibank