Call Center Management Featured Article
What Contact Center Agents Need to Deliver Maximum Value
Contact center agents are pulled in so many directions these days. They need to answer phones; find answers for customers via chat; and they may even be reviewing and responding to social media interactions.
Agents are urged to listen to and empathize with customers. But, they’re told, they have to do so quickly so they can close the transaction and move on to what’s next. They also have to be sure to meet key performance metrics, stay up on the latest promotions and initiatives, and be productive and happy all of the time.
Wow. That’s a lot. But with the proper planning, tools, and training, contact center agents really can do it all. As a result, companies, customers, and the agents themselves can benefit.
Upfront and ongoing training can help agents understand the goals and expectations of the organization and contact center; the key performance indicators on which agents should focus; and any new products, promotions, or services agents need to sell, suggest, or support. Contact centers can help spur agent understanding if they provide their agents first-hand opportunities to use these products and services.
Managers should be more than just bosses and trainers to the agents. They should also invite agents to share their concerns, such as when workloads become unmanageable, when they need help using a contact center tool, or aren’t sure how to address a customer request.
Also, managers should keep in mind that agents need time to do non-customer-facing tasks, like respond to email, call wrap-up work, and self-service training. They should leave adequate time on the schedule for such pursuits.
When agents have the expertise, tools, supervisor support, and time they need to do a good job, they typically do it. That makes for better customer experiences, and stronger businesses.
Edited by Erik Linask