News : Almost Half of UK Contact Center Agents Feeling Undervalued
London, UK, July, 2015 -- In May, a survey of over 7,000 UK consumers identified the worst contact centers in the country. UK contact centers are facing increasing challenges due to the combination of customer expectations and more pressure to deliver value from businesses.
EvaluAgent is a provider in workforce optimization for contact centers. It recently carried out its own survey of the biggest contact centers and uncovered a number of issues that affect the customer experience.
Top findings from the survey include:
- 4 out of 5 Team Leaders do not feel that agents are resolving customer queries consistently
- Nearly 40% of agents do not feel empowered to deal with customer queries
- Less than a third of Team Leaders feel able to provide sufficient coaching for their agents
EvaluAgent has now produced 'The Essential Team Leader Playbook' to address the problems faced between Team Leaders and their agents. It aims to provide Team Leaders with the skills and the knowledge they need to resolve the most common problems in contact centers.
2018 Top Ranking Performers Present:
CONTACT CENTER & CUSTOMER ENGAGEMENT
BERLIN - ORLANDO - MACAOFIND OUT MORE!
Jaime Scott, the Managing Director at EvaluAgent, said: "It's never easy for Team Leaders, but they have the opportunity to improve their skills if they use the right tools. Team Leaders can consistently improve through communicating with their teams, learning how to empower their agents, and through regular coaching. This way, they can make sure they are doing everything possible to meet the different needs of the business, their agents and the customer."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - First Contact
EvaluAgent cloud-based people management software platform helps call-centres.
Published: Tuesday, August 4, 2015
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
|Arise Virtual Solutions|
Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-ho...
Teleopti is a global provider of workforce management (WFM) software, offering a WFM solution that is sophisticated, localised and easy to use. Teleopti focuses on helping contact centers, back office...
Convergys delivers consistent, quality customer experiences in 58 languages and from more than 150 locations around the globe. We partner with our clients to improve customer loyalty, reduce costs, an...