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Article : Why Happy Agents Make Happy Customers

#contactcenterworld, @brightpatternus

Customer service agents are often the primary point of contact with your customers. It makes sense that you want your customer-facing employees to be helpful, enthusiastic, and happy to be doing their jobs. After all, your company’s reputation, satisfaction ratings, and profitability are at stake.

So how do you create a contact center environment that motivates agents?

Live by the Agent Empowerment Model

Through a recent survey of contact center decision makers, Bright Pattern identified the top three strategies for creating engaged agents.

Of our survey respondents,

  • 70% said to improve agent training
  • 49% said to offer better self-service
  • 64% said to provide agents with better tools

At Bright Pattern, we believe in the agent empowerment model, which means providing agents with the tools and technology they need to succeed. This model aligns with our survey results, and it’s been driving our roadmap since the beginning.

Here’s what the agent empowerment model looks like in practice:

  • Declutter the agent desktop with an innovative UI.
  • Give agents easy-to-use technology for automatic customer recognition.
  • Eliminate mundane transactions with AI and provide agents with AI Assist.
  • Automate workflows.
  • Limit downtime with active-active technology.

How Everyone Benefits

Here’s a breakdown of the benefits you can expect when your contact center operations revolve around the agent empowerment model.

Higher Customer Ratings and Sales

According to Gallup, highly engaged teams achieve, on average, a 10% increase in customer ratings and a 20% increase in sales.

Faster, More Efficient Problem Resolution

Agents who feel more valued by their employers are more motivated to resolve calls satisfactorily, find creative solutions, and improve their own knowledge and customer relationship skills.

They have access to a knowledge base and can, at any time, reach out to subject matter experts to resolve customer problems faster and more accurately.

Less Employee Turnover

The costs of replacing and retraining agents can be a tremendous drawdown on operational budgets, and the loss of institutional knowledge when an experienced agent walks out the door also impacts customer service center performance.

Using AI to automate frequent requests and routine tasks makes the agents’ work less transactional. This increases agent satisfaction because agents can focus on helping people.

Higher Customer Experience

Empowered agents also have the right tools to provide a consistent customer experience and resolve issues fast, on any channel, any time. They depend on a single, integrated application combining unified communication tools, access to information, knowledge bases, and customer data in context of the moment, all of which ultimately improve customer satisfaction.


Get Started

By making some smart investments, you can vastly improve agents’ attitude, abilities, job commitment, and engagement levels—all of which have proven positive impacts on how they serve your customers.

#contactcenterworld, @brightpatternus


About Bright Pattern Inc:
Company LogoBright 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.
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Today's Tip of the Day - Vendor Selection

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

Published: Wednesday, August 1, 2018

Printer Friendly Version Printer friendly version

2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

4.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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