Contact Center Solutions Featured Article

The Agent Experience and the Impact on Customer Satisfaction

February 26, 2013

News surrounding the call center industry tends to focus on the latest technology, key performance metrics, moving operations to the cloud and the benefits associated with the virtual workforce. At the top of the list of important topics, however, is the customer experience. To maintain a competitive advantage, the company operating the call center must ensure optimal service delivered on each interaction to produce the greatest possible percentage of satisfied customers.

Logic suggests that the customer who receives immediate satisfaction when interacting with the agent will in turn create a positive outcome for that agent. By providing agents with the tools and motivation to create that satisfaction, positive outcomes ensue. If the agent isn’t supported in the process and is instead under pressure to complete a certain number of calls in an hour, regardless of customer outcomes, the opposite is more likely to be true.

While delivering excellent customer care is important as a strategy toward market dominance, it’s not enough to simply make quality customer service the first priority. Those charged with carrying out the customer service initiatives will find it difficult to do so if they don’t have the training, tools or motivation to serve. Any intelligent agent can complete the necessary tasks for the day without putting extra effort into creating a great experience for the customer.

This type of interaction may not chase the customer away, but it also won’t inspire loyalty. Call center agents who have great experiences in the call center are more likely to create great experiences for the customer. This concept isn’t just a suggestion on what the call center can do to shore up interactions and work toward better performance metrics. Instead, this is a trend that is taking hold in call centers throughout the industry.

The upcoming, “Maximize the Agent Experience to Deliver Exceptional Customer Experience,” webinar happening Thursday Feb. 28 at 11AM EST will explore the impact a positive work environment can have on the call center agent and subsequently, the customer. Register today.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Plantronics' DA80 Makes Customer Service Centers Smarter

The moniker smart is now attached to phones, TVs, homes and even cars. As the size of computer processors get even smaller, more products will be embedded with the technology to make them smarter to deliver improved efficiency and productivity for many different industries. For contact centers, the goal is to always improve customer service, and then new Plantronics next-generation USB audio processor not only increases the effectiveness of service center operations, but it makes customer intera… [ Read More ]
02/25/2015

Contact Solutions Launches Adaptive IVR that Learns from Caller Behavior

We are all familiar with Interactive Voice Response (IVR) systems as the first thing we typically encounter when calling a contact center. The fact of the matter is that today's IVR capabilities can do a lot more than just give us options for directing calls to the appropriate resources. They are in fact valuable tools for contact center administrators in terms of improving the customer experience. In fact, as illustrated by the recent announcement by Reston, VA-based cloud-based customer care s… [ Read More ]
02/25/2015

Interactive Intelligence Highlights Five Customer Interaction Trends to Watch in 2015

A few weeks ago collaboration, communications and customer engagement solutions provider Interactive Intelligence hosted a jam-packed webinar called What's New for Contact Centers in 2015 and Why it Matters. If you missed this event, you can still watch and listen to the archived version, and it is highly recommended to say the least. [ Read More ]
02/19/2015

Teleperformance Wins Frost & Sullivan Award for Product Leadership in Chile

Work with BBVA cited as Teleperformance Wins Frost & Sullivan Product Leadership in Chile award. [ Read More ]
02/18/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!