By Gabrielle Targosz, Corporate Communications Specialist
It’s almost Valentine’s Day, a time where friends, family, and loved ones put extra thought into showing how they care about you. February 14th doesn’t have to be a romantic day; it can be a day where you impress your work colleagues with a thoughtful gesture. So why not take the step and show some love in your contact center?
Contact center agents are aware of the tough job ahead of them each day. They are the face of the company when a customer speaks with them over phone, email, web chat, etc. The impression the agent gives the customer is extremely important to the business. Customer experience is viewed as a competitive differentiator to 62% of organizations, according to the Deloitte Contact Center Survey. There’s no better time than this holiday to show your agents some love. Here are a few ways to empower the contact center agents by giving them the tools they need to succeed:
1. Provide your agents with a single screen for customer interactions.
According to an ICMI survey, 50% of contact centers don’t provide agents with the basic customer information and agents spend 14% of their time looking for information across disparate systems. When an agent has all their tools within one screen, they are able to access the information they need at a much faster pace.
2. Give agents insights to resolve customer issues in one call.
82% of consumers say the number one factor that leads to a great customer service experience is having their issues resolved quickly (LivePerson). When agents can view rich insights of a customer profile they can tailor conversations to deliver a more personalized service.
3. Create a seamless agent experience over multiple channels.
74% of consumers use three or more channels for customer interactions according to Ovum. And with customer service channels on the rise (Forrester): Online chat adoption 58%, Mobile/SMS 38%, Twitter 37%, agents need to be able to switch over but still have the same experience regardless of the channel they are using. Only 48% of agents today can support customers over multiple channels, however consumer expectations are much higher than that. Accenture survey says “73% of consumers become frustrated when providers fail to offer convenient interaction methods.”
Contact center agents need to be shown some love, and Valentine’s Day seems like a perfect day to start giving them the right tools they need to deliver great customer experiences.
How are others showing the love in their contact centers on Valentine’s Day and everyday?
Love your agents #ValentinesDayIn3Words
â Five9, Inc. (@Five9) February 9, 2017