There is no doubt that being a contact center agent is a tough job. Day in and day out, agents must keep a positive and cheerful attitude while assisting frustrated customers. If that’s not stressful enough, the pressure is on from management to deliver consistent, quality customer service in an efficient manner.
Some agents will eventually move on to other work opportunities, but many will stay on and make customer care a career. What can contact centers offer to keep these kinds of employees happy and motivated year after year? In this article, we look at five things agents want from the contact centers that hire them:
Agents want contact center managers who give and receive feedback.Professional agents are eager to improve and excel intheir positions. Improvement comes with feedback from managers—agents want to know how they are doing and are open to criticism when it’s followed by support and a plan for improvement. By the same token, agents want their managers to listen to their feedback. Since they are always on the "front lines," agents are the best resource for ways to improve customer care. Agents appreciate it when their voices are heard, and when they are encouraged and empowered to change the way things are done.
DATAMARK, Inc. is a provider of omni-channel contact centers and business process outsourcing (BPO) services since 1989, employing more than 2,800 at their facilities in the United States, Mexico and India. They deliver customer service in omni-channel contact centers, ranging from SMS text to video chat and everything in between. Their long term client partnerships include customer care for international companies across a wide array of industries, including BFSI, interpretation & translation services, transportation, healthcare, and consumer electronics.
Published: Tuesday, October 3, 2017
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Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.