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.

Source: http://www.fusionbposervices.com/blog/engage-your-agents-xfactor-quality-customer-experience.html

2023 Buyers Guide

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Telecoms

 

1.)

Cloud IT Services GmbH Dialfire Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen. You can see the full list of features here:

2.)

Cloudonix Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.)	Connectica Solutions, LLC PBX On The Cloud We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates. We specialize in the US and Latin American market.

4.)	DiRAD Technologies AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.)	Layer One Technologies Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.)	Lexico Telecom SIP TRUNK PROVIDER We provide competitive SIP trunk services with different level of quality, IVR mailing service, pay per call servise, DID numbers service.

7.)

Megacall VOIP services Stay in contact quickly and easily with your international offices through Megacall. Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget. 📞 Virtual Switchboard 🔌 SIP trunk 🔢 Virtual number 📠 Call Center Solutions

8.)

NetSapiens SNAPsolution Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use. netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc... (read more)Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use. netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a concurrent call basis instead of charging per-seat or per-feature. SNAPsolution, SNAPvantage, and SNAPanalytics give you all the tools to start off strong in the VoIP industry while giving you room to grow efficiently within your means. Why Sessions, Not Seats? The era of the mobile workforce is upon us. In fact, Google recently put out an estimate that 80% of the global workforce is now performing deskless work every day! Unfortunately, when it comes to providing Unified Communications (UC) features to these deskless employees, many systems operators, carriers and service providers are stuck investing in their platforms on a per-seat basis. That limits them to chasing only about 20% of the workforce - those with actual seats and desks. Why not expand your addressable market and open your business model to chase up to 5 times as many clients as you are today? If a majority of the workforce today doesn’t have a desk, does it make sense to purchase the UC solutions you want to sell by the seat? We don’t think so. That’s why we’ve created this report titled Sessions, Not Seats. In it, we’ll show you why finding a UC platform, like our SNAPsolution, that charges for sessions instead of seats is the way to go.

9.)

Nuxiba Technologies CenterWare Build a strong business presence and improve customer relationships! Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics. Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more! Schedule a live demo or request a quote today!

10.)

PRILINK Demarc Network Traffic Monitor A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

11.)

Scopserv Integrated Services ScopTEL IP PBX The ScopTel IP PBX solution is a distributed software application that can be installed on both virtual and physical servers, thus offering a multitude of architectural designs from premise-based servers to a centralized data center (DC) hosted WAN environment. The application is distributed as an ISO which includes the customized Linux operating system

12.)

Televergence Long Distance and Toll Free Specialists for Contact Centers Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms. Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

13.)

The Phone Number Testing Company Phone Number Testing and Validation Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test. If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers. We offer a free no obligation test trial

 

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