Article : The Value of Continuous, Insights-Driven Agent Feedback
Customer experience is a dynamic journey best served by systems, workflows, and agents that continually improve. The most successful organizations set up the contact center for ongoing feedback and capture knowledge as it grows and changes. Continuous training is delivered in bite-sized sessions, incorporating both technical knowledge and personal skills development to deliver better customer service.
So, how do you create a contact center environment that both motivates agents and enables great customer experience?
Supervisor/Agent Engagement = Higher Agent Empowerment
At Bright Pattern, we believe in the agent empowerment model, which means giving agents the tools and technology they need to succeed. The same goes for supervisors—successful coaching and training requires having the right system to turn team insights into real feedback that agents can use.
To empower agents in your contact center operations, we recommend a full-circle approach, in which supervisors continuously do the following:
- Use quality monitoring tools to watch and engage with agents during their interactions
- Get broad overviews of team performance via real-time metrics and wallboards
- Analyze overall performance over time via reports
- Give both real-time and ongoing feedback to agents on successes and what needs improvement
- Incorporate successful interactions into best practices and training examples
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Turn Insights into Feedback
Providing timely, constructive feedback is one of the most impactful ways to empower agents in your contact center operations. Real-time tools such as customizable wallboards consolidate individual and team metrics, as well as provide experiential feedback from customers. With instant insights on what works best, agents can take immediate action to improve their own performance. Giving agents more autonomy to fine-tune their skills and improve results helps keep employees motivated and engaged.
Supervisors, too, should look at metrics not just for past performance reporting, but to spot examples of successful interactions that can be captured, translated into best practices, and shared with agents. Continually helping agents to improve reinforces the notion that the company values them as employees.
How Everyone Benefits
Customer experience hinges on empowering agents with the right training, tools, and service model. When your contact center operations revolve around the agent empowerment model, the benefits reach everyone—supervisors, agents, and customers alike.
For contact centers, these benefits are just the tip of the iceberg:
- Improved agent productivity
- Reduced agent churn
- Reduced operational costs
- Improved service levels
- Greater customer satisfaction (CSat)
- Higher Net Promoter Score (NPS)
Today's Tip of the Day - Break Monotony – Rotate Your Staff
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About Bright Pattern Inc:
Bright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers non-disruptive maintenance with on the fly upgrades and scales from 5 to 10,000 concurrent agents with a measured 99.99% uptime. Bright Pattern’s out-of-the-box CRM integrations increase agent productivity with integrated UI, click to call, screen pop, and activity history, automatically saved with the ticket. Bright Pattern’s solution has usability that is second to none with a new intuitive desktop for managing omnichannel experiences, a unified interface to set-up and modify workflows, and a monitoring, reporting, and quality management for and across all channels.
Published: Monday, August 27, 2018
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