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6 Ways To Engage Your Agents – The X Factor In Quality Customer Experience - Fusion BPO Services - Blog

6 Ways To Engage Your Agents – The X Factor In Quality Customer Experience

You have all heard about Powerpuff Girls and how they are made of sugar & spice and all things nice and an accidental dose of chemical X. Without that chemical X or X factor, they would become powerless.  The same thing applies for excellent customer service.  No matter how you incorporate the latest technology, metrics, and communication channels to provide the best customer service through your contact center, it will be quite useless without the factor X – your agents.

The agents are often the unsung heroes of customer service. They work as the first point of contact for your customers and therefore has the power to build or ruin a customer experience. According to a study, companies with engaged employees outperform those without by up to 202%. Want to deliver excellent customer experience every single time?  Turn your attention to engaging your agents.

At Fusion, we take agent engagement very seriously and perform various activities to keep our agents engaged, encouraged and empowered. Here are a few agent engagement tips that Fusion regularly uses to keep the agents engaged:

1. A Sincere thanks

A little thank you can go a long way. After a successful campaign or an exhaustive week, a thank you can pick the agents up like nothing else. We recommend that every manager must have it in their arsenal and use it regularly.

2. Training

The training and orientation program at the beginning of an agent’s tenure in your organization is often exhaustive.  There’s a lot to take in within a short period. Therefore, some agents tend not to remember each and everything taught at the initial training.  To fix this, Fusion arranges custom training for them that help them catch up and improve their performance.

Fusion also arranges cross-trainings with a goal of increasing employee knowledge. We have them trained in other departments or positions, help them learn new skills and languages.  It provides a sense of value to an employee and puts them on a fast track for improvement.

3. Offsite events

Everyone needs to break their mundane cycle and let their hair down every once in a while. And that is exactly what your agents need. Take the team out of the office and have some fun. Take them on a picnic, a happy hour, an after-office badminton session, or a football tournament. Allow them to have fun and enjoy each other’s company. Your team deserves this.

4. Communicate expectations and reward the efforts

As the old saying goes – “Tell me and I forget; show me and I remember; involve me and I understand” you need to involve your agents and show them the big picture.  This way, the agents will know what is expected from them and how they can drive the company towards success. And when they meet that expectation, do not forget to recognize their efforts, encourage them, and reward them. This means the world to them.

5. Reward and recognitions

Provide incentives and praise. It really shows agents how much the organization respects and values them and their critical role. This way you will inspire agents to keep doing the kinds of things that increase customer satisfaction and boost customer experience.

Also, your reward should not come in the form of a cupcake, pizza, and balloons.  They do not quite convey the message that you value your agents. Fusion has a few suggestions:

  • A Wall of Fame featuring agents who have achieved excellence in key areas last month
  • A points-for-performance program, where agents who excel receive points that can be redeemed for merchandise
  • Peer recognition such as “You rock!” stickers or a pack of chocolates to peers who show outstanding effort in making a customer happy.
  • Honoring agents during Customer Service Week, and other such recognition.
  • Rewarding the best performers quarterly in a small ceremony where the CEO congratulates them can be great.

6. Ask for agent feedback

You must make your agents feel valued and heard.  Therefore, you need to ask for their opinion, suggestions, and feedbacks. This also has other advantages. Often agents can notice common issues and come up with easy solutions. Their feedback can help your business resolve underlying issues.  All employees need to feel valued and believe they have a say in the future of the business. These are a few tried and true agent engagement tips that Fusion has put to work with brilliant results.  Do you have such tips? Share with us in the comment section.


Publish Date: February 8, 2019 5:00 AM

2021 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

Nuxiba Technologies

Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!


OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878

View more from Fusion BPO Services

Recent Blog Posts:
How The Airlines Industry Can Benefit From BPO IndustryFebruary 14, 2019 5:00 AM
6 Ways To Engage Your Agents – The X Factor In Quality Customer ExperienceFebruary 8, 2019 5:00 AM
7 Ways Retail Businesses Can Benefit From Hiring a Call Center for Customer ServiceFebruary 1, 2019 5:00 AM
5 OmniChannel Customer Service Best Practices To Boost Customer ExperienceJanuary 29, 2019 5:00 AM
5 Social Customer Service Trends That Will Rule 2019January 24, 2019 5:00 AM
8 Ways To Improve First Contact Resolution In A Call CenterJanuary 22, 2019 5:00 AM
Fusion BPO Expands Client Portfolio and Capabilities with Acquisition of Ameridial Inc.January 16, 2019 5:00 AM
5 Ways To Boost Customer Experience Through Call CenterJanuary 15, 2019 5:00 AM
5 Trends Your Call Center Must Follow In 2019December 10, 2018 5:00 AM
Will AI (Artificial Intelligence) Replace Or Enhance A Call Center?November 12, 2018 5:00 AM

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