Tagged: agent experience

Empathy, Empowerment, Enthusiasm: Delivering Experiences That Matter

When you think of a situation where you have been involved in a great customer experience, one, if not all, of these words will be used to describe it: Empathy, empowerment, enthusiasm. Did you feel like the call center agent truly understood your current situation? Were your expectations exceeded by how much the agent was aware of your past interactions or appreciation for your customer loyalty? Was your agent very interested in your needs? These characteristics are what makes a customer experience memorable and meaningful.

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What is Your Customer Engagement Priority?

By Paul Thomas, Managing Director EMEA

We all care about customer experience, customer journey and excellent customer service. But how can you ensure that your business can deliver on these changes and keep consumers loyal to your business and brand?

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What I’m Expecting at Salesforce World Tour London This Week

By Paul Thomas, Managing Director EMEA

As I am gearing up for Salesforce World Tour London this week at London ExCel on Thursday, 19th May 2016, I am preparing to make the most of my time at this event. This jam-packed London Salesforce attraction with approximately 8,500 attendees has a busy agenda. I am excited to hear from executives, customers and product experts who will discuss and demonstrate to the attendee’s how to transform your business.

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Why Agents Hate Coming to Work

Guest Post by Sheila McGee-Smith

President & Principal Analyst, McGee-Smith Analytics

It’s amazing how many jobs I had as a student that prepared me for life as a contact center analyst. One was international operator for AT&T. There was a lot of manual dialing, typically punching in up to 15 or 20 digits. It could be quite frustrating trying to find information for a customer, which often involved flipping through pages of manuals and little handwritten notes.

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The Rise of Remote Contact Center Agents

By Mayur Anadkat

More companies are beginning to adopt remote work programs and offering their employees the option to work from home on a part-time or full-time basis. According to GlobalWorkplaceAnalytics.com, 50% of the U.S. workforce holds a job that is compatible with at least partial telework. Not many people would argue against the logistical benefits of working from home – for example, cutting out commute time and costs.

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The Future of Services: 3 Key Trends in 2016 Contact Center Technology

By Mike Crane, EVP of Services

With 2016 beginning, it’s that time of year to reflect on how far we have come but also prepare for what lies ahead. Significant improvements lie ahead for the contact center industry including focus on the agent experience, shifts in corporate business roles, and the strength of remote service. Three key industry trends we see evolving from a Services’ standpoint in the coming year include:

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Holiday Travel Simplified with Agent Empowerment

By: Mayur Anadkat

As many of you will be traveling this holiday season, I’m sure you can relate to this. I’ve traveled internationally plenty of times, been in many airports, but this time, recently traversing the Toronto airport, it was different. As I was leaving GTACC, Canada’s premier event for the contact center industry, I was blown-away by my horrific experience in this airport. I find it ironic that I just came from GTACC speaking about how customer experience is so critical to business, and then end up with the exact opposite. So here’s what happened…

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3 Tips for Reducing Churn in Your Call Center

Guest Post by Jodi Beuder of MHI Global

While there is no silver-bullet for eliminating unwanted churn in the call center, there are steps that business managers can take to at least reduce unwanted turnover.

If your call center is staffed similarly to others around the country, then nearly 70% are of the Millennial generation (loosely defined as those between the ages of 18 to 34). While there are a lot of negative adjectives associated with the work ethic of this generation, most of them are unfounded when scrutinized. When examining the high-turnover rates associated with Millennial workers, often it is because
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What Contact Center Agents Wish You Knew

This post was originally published on the Adrian Swinscoe blog here.

By Liz Osborn, VP, Product and Solution Marketing

We’ve all heard those awful customer service stories, where contact center agents fly off the handle and manage a situation poorly. The end result is often catastrophic and has lasting effects, thanks to the prevalence of social media where everyone has a public megaphone to broadcast bad experiences. So it is no surprise that a recent ICMI survey found that contact center agents have the greatest potential to affect the customer experience.
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