Tagged: agent experience

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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4 Ways to Bridge The Gap Between Agent Productivity & Customer Delight

As we’ve discussed in previous blogs, ICMI research has found that contact center agents have the greatest potential to affect the customer experience. Furthermore, the same research found that the greatest positive impact on agent performance hinges on the necessary tools agents need to effectively perform in their position.

So how do you achieve better performance and higher productivity from your agents – to ultimately improve the customer experience? Continue reading

A Critical Disconnect: If Customer Satisfaction Really Matters…

By Liz Osborn

Losing customers to the competition should be your greatest fear. The cost of attracting new customers is significantly greater than retaining your existing ones. In addition, depending on your business, word of mouth referrals will often account for a large percentage of new business growth. All the more reason to keep customers satisfied, loyal to your company, and advocates for your brand. Most contact center leaders have caught on Continue reading

If all you have is two cans and a string, how can you create a great customer experience?

By Liz Osborn

It’s all about the tools you have on hand to do the job well.

It’s the same with contact center agents. If they are given complicated screens with incomplete information and outdated technology, how can they be expected to provide an excellent customer experience? Continue reading

3 Reasons Why Customer Satisfaction Starts With The Agent Experience

As a contact center manager, you’re always seeking to balance two separate factors: You want your agents to provide a superior customer experience, and you want them to perform as cost-effectively as possible. With these twin goals in mind, you probably monitor such metrics as first-call resolution and average call handling time. The fact is, however, that the most important basis for both customer satisfaction (CSAT) and agent performance is the general well-being of your contact center agents. A recent ICMI study shows: Continue reading