The undeniable link between agent and customer experience is one that is often overlooked, if not forgotten, among customer service teams. Studies show satisfied agents perform at higher levels, and they also stay longer.
In the customer service world, the importance of having a clear view of resources is on an equal platform for managers, team leaders and even agents.
Motivating a team of customer service agents can be daunting for a team leader.
Keeping employees happy and motivated is challenging in any workplace, and agent motivation is especially difficult for contact centers. Although you might think employee happiness is less of a priority than ROI, customer experience, or profit margins — research shows that happy employees are more productive. It’s here, at the juncture of happiness and productivity,…
Your customer service agents are arguably your most critical asset and certainly your most expensive. It only makes sense, therefore, to do everything you can to optimize their performance. High performing agents lead to higher customer satisfaction (CSAT) and net promoter score (NPS) scores, increased first call resolution (FCR) rates and successful selling.
You work in a call center or customer service department. You spend dozens of hours each week interacting with the general public, dealing with people who may be irritated, rude or flat-out abusive.
We all want to be happy in our jobs. We all want to feel positive and excited when we wake up to our alarm clock every morning. We all want to feel as if the working day just races by without a single minute spent watching the clock.
We’ve all heard of ROI, but what does it actually mean?
Customer satisfaction is paramount for any successful brand. Even the biggest global companies are guilty of underestimating the value of a positive customer experience (CX) from time to time.
Outstanding customer service is more important to your business than you may realize.