For the past several years, everyone has been focusing on the customer experience. Delivering a good – if not great – customer journey is crucial for building or retaining market share. Customers expect to be treated well at every point of contact. So, it’s no surprise that the customer experience has emerged as a key component of contact center strategy. And yet, too often, centers continue to fall short on delivery. The time has come for a new perspective.
If you want to improve the customer experience, focus first on the agent experience. Let’s face it, good agents are hard to find, much less retain. And it’s likely those you have are overburdened. Their jobs have gotten more complex while their desktops are getting messier with limited (or no) good resources to answer their questions. This unfortunate reality impacts performance on many fronts – training time, time to proficiency, handle time, error rates, and yes, even attrition.
We cannot make great strides in the customer experience unless we put the time, effort, and dollars into improving the agent experience. Most centers tackle “employee engagement” by focusing on factors like culture, leadership, pay structures, career paths, and communication. Those are all important considerations. And yet bottom line: You can’t engage and empower employees until you unburden them.
Technology can provide relief from the challenges they face while simultaneously helping them:
Technology plays an important role in starting agents on the path to success. (Click on image to enlarge.)
A variety of tools help agents succeed and engage. (Click on image to enlarge.)
A brainstorming session with my team identified some great ways technology gets used to enhance employee engagement:
Want more ideas? Spend a few hours walking in your agents’ shoes to see what life is really like for them. Or, convene some focus groups to get their feedback on how they’d spend the company’s money to improve their on-the-job experience and performance. I like to offer up a hypothetical budget of $1 million to get their juices flowing! Ask them what they’d do to make agents happier and, in the process, improve the customer experience.
For more information, download our latest article from Contact Center Pipeline entitled Want to Improve Employee Engagement? Technology Can Help! »
Publish Date: December 3, 2019 5:00 AM
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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