Providing a high-quality agent experience benefits both contact center employees and the businesses they work for. Engaged agents provide better service to customers, are more productive and less likely to leave.
However, traditionally contact centers have struggled with the agent experience. Much of this is down to the nature of the job. On top of having to help customers with problems and complaints, the agent role can be repetitive, and subject to close monitoring and pressure to meet strict targets. Burnout is not uncommon, leading to annual agent turnover rates of 24% according to ContactBabel.
The agent experience is the sum of the people, processes, tools, and culture that make up working life. The rise of remote and hybrid working has dramatically impacted this. While the flexibility to work from home can improve agents’ work-life balance, it also brings downsides. For example, it makes team collaboration more difficult, while supervisors can struggle to identify individuals who might need extra support.
A good agent experience delivers benefits on a variety of levels. Not only are agents happier and more motivated, but this leads to higher productivity, lower absenteeism, and greater staff retention. At the same time, content agents tend to provide better, more empathetic service to customers.
The technology that customer service staff use as part of their day-to-day work is central to the agent experience in a variety of ways:
Having access to the right technology gives agents greater confidence. Not only does it help them work more effectively and productively, but it increases their sense of control when interacting with customers. For example:
The agent experience is improved by providing flexibility about when and where they work. As well as clear policies and processes around flexible working, the right technology should support them, wherever they choose to work.
Improving the agent experience means minimizing the frustrations that individuals encounter at work. These can relate to anything from office facilities and technology (such as computers, headsets, or software) to poorly thought-out processes. Technology plays an important role in smoothing out many of these daily stresses, such as:
A high-quality agent experience is good for agents, for customers, and for the business. To improve it, you need to think holistically about the factors that impact agents. As part of this technology can be a key enabler of a better experience. To learn more about how to use technology to improve the experience visit our website to learn more about our portfolio of solutions.
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