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Article : Cure The Cause of a Bad Agent Experience (Not Just the Symptoms)

#contactcenterworld

Author: Jeff Vahrenwald, VP of Marketing, Vistio

We all understand that agents are critical in delivering great customer experiences, so it makes sense that developing ways to keep agents happy with their work has been a focus of recent innovation in the customer service industry. Gamification, contests, and prizes, for example, are just a few of the tricks the industry has tried to keep agents engaged. But while these tools might have some impact on agent job satisfaction, they don’t ultimately result in higher customer satisfaction.

That’s because just adding more fun to an agent’s daily life doesn’t change the fact that being an agent is a difficult, stressful, and tedious job. And unless that changes, any gamification or prizes are just covering up the symptoms of a bad agent experience. But what if we focused on improving the agent experience simply by making the job easier? Then we’d be solving the cause of the problem instead of just trying to fix the symptoms.



For example, we’ve all seen painstakingly detailed knowledge bases that are designed to give agents all the information they need to handle any call. If they have access to all the answers they need, accurate and consistent customer service should follow, right? Well, no, because agents still need to search, read, and interpret information in the knowledge base which takes time, adds stress, and results in inconsistent service.

Let’s imagine we’re going on a road trip. If we have a map and a destination, we likely have all the information we need to get where we’re going. But there’s a reason no one uses a road atlas anymore: using a map to navigate involves the same process of search/read/interpret that we give our agents and it is a process that is error-prone, requires lots of effort, and takes the focus away from driving. And what if you take a wrong turn? You have to turn around, go back and find where you made the mistake, and then continue on in what you hope is actually the right direction this time.

But now that we all have turn-by-turn directions on our phones, we don’t make those kinds of mistakes anymore. At each juncture, our GPS just tells us what to do next and it continually updates to adjust the route so that no matter whether we miss our exit or stop for gas, we’ll still be guided to the right destination in the end. It’s the same information that a map provides, but the GPS filters out all the unnecessary information—the mile markers, rest stops, and back roads that you don’t actually need to pay attention to—so you don’t have to process, you just have to steer. The result is a journey that is simply more efficient and less stressful.

In the same way, we can make the agent experience better by filtering out all the excess information and by providing specific guidance on what questions to ask, what to say, and what to do next, no matter where the conversation goes. Then, at every step of a customer interaction, from the initial authentication process to deep into a complicated call, agents feel more supported, more confident, and less stressed. Afterall, agents who can do their job effectively, efficiently, and confidently are happier employees. And naturally, your customers will appreciate the effectiveness, efficiency, and confidence as well.

#contactcenterworld


About Vistio:
Company LogoAt Vistio, we believe improving contact center metrics requires not only great technology but also the expertise to implement it in a way that simplifies the end user’s experience. So, we provide a contact center technology platform that reduces the guesswork and stress for both agents and managers–simplifying their work rather than complicating it. The result is specific and measurable improvements in your KPIs in just 90 days, and ultimately uniform and accurate customer service, an improved agent experience, and greater control over your contact center performance.
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Today's Tip of the Day - Act On Your Customer Intelligence

Read today's tip or listen to it on podcast.

Published: Wednesday, February 3, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.
PH: 612-601-1095

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)
PH: 01442 458300

3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
PH: 03333 660 160
 

New 2021 Membership

About us - in 60 seconds!

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Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...
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