2018: The Year of the Agent Experience

An intriguing new report issued by Customer Contact Week listed several probable priorities for contact centers in 2018. One of them is improving the agent experience. That makes sense, considering agents are on the front line of your customer service efforts. Your plans and strategies won’t achieve their goals if your agents do not carry them out. When they deliver outstanding performance, everyone benefits. The real question is how to achieve this goal. The phrase “improve the agent experience” has a murky feel to it – as if it’s something managers always write down but never translate into concrete initiatives that might actually get the job done. Over the years, we’ve offered several suggestions for creating better and happier agents. These include:

 

  • More authority – if agents feel empowered to make decisions to help customers without having to transfer calls to managers, it makes them feel more confident and more trusted by their employer.
  • Rewards – great performances should be acknowledged, and recognized with incentives. These could be anything from first choice of upcoming shifts to a gift card for a favorite store or restaurant.
  • A positive culture –That means a welcoming workplace with an appealing look, and managers and coaches that provide the support agents need to succeed.

Technology has a role to play here as well. A workforce management (WFM) solution streamlines and improves the accuracy of forecasting and scheduling, so agents can efficiently handle call volume. Agents can also serve customers better when they have the information they need to access each customer’s purchasing history and preferences. First time considering WFM? This blog will let you know what questions to ask as you begin exploring the options available. Or, check out a free online demo of Monet’s WFM solution.

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