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Operations Data Management Consultant
Project Analyst - cXc
Customer Support Professional
VP, Product and Segment Marketing
Look After Your Agents
This sounds obvious. However ask yourself the following: when was the last time you went out of your way to publicly thank them? When was the last time you gave them a little treat? When was the last time you presented the best agents with some awards? When was the last time you sat down and asked them how they are doing? When was the last time you organized some fun activities for them? … etc. Agents are just like any other person in a business in that they need the same basic care and attention as any other employee, however they could typically interact with maybe 80 to 100 customers every day – that could be up to 22,000 a year! – how many other people in your company do that? Each agent has a very powerful influence on the way customers view your organisation and will make decisions whether to buy again or not from your company based on how that agent looks after them. So make sure you do your best to look after your agents so they are motivated and value their role in the company – in turn this helps the agents look after the customers!