A great customer experience starts with happy, engaged agents

Erfahrung und Unterstützung der Mitarbeiter

A great customer experience starts with happy, engaged agents

Focusing on the contact center agent experience is crucial to success. Providing agents with everything they need to feel engaged and motivated is not just a nice to have – there’s a direct link between a strong employee experience and the bottom line.

What is employee experience

Gartner defines employee experience (EX) as “the way in which employees internalize and interpret the interactions they have with their organization, as well as the context that underlies those interactions.”

The employee experience is central to improving employee engagement. When colleagues are engaged, they are more interested in the purpose of the business, they are more aligned with the company’s objectives, they are keen to continually improve the contribution they are making towards business objectives and they are more likely to go above and beyond for the customer.

Kontakt-Center

How does employee experience affect contact center performance?

Greater Job Satisfaction

A positive employee experience leads to higher job satisfaction among agents. When employees feel valued, supported, and engaged in their work, they are more likely to be content with their roles and committed to the overall organization’s success.

Agent Improvement Solutions

Retention and Reduced Turnover

Focusing on the employee experience helps in retaining talented agents. Satisfied employees are less likely to seek employment elsewhere, reducing turnover and the associated costs of recruiting and training new agents.

Productivity and Performance

Agents who have a positive experience at work tend to be more productive and perform better. They are motivated to excel, resulting in improved customer interactions and higher overall performance in the contact center.

CX optimieren

Better Customer Experience

Happy and engaged agents are more likely to provide exceptional customer service. Their positive attitude and dedication to their work directly impact the customer experience, leading to increased customer satisfaction and loyalty.

Kontakt-Center

Boost Employee Wellbeing

Focusing on the employee experience shows that the organization values its agents’ well-being. Providing a supportive and healthy work environment can lead to reduced stress, improved mental health for the agents as well as lower absenteeism.

Talent Attraction and Recruitment

A positive employee experience can serve as a strong selling point when attracting new talent to the contact centre. Word-of-mouth recommendations from satisfied agents fill vacancies faster with better candidates.

Employee Experience and Assistance Capabilities

Wir sind hier, um zu helfen

Engaged employees provide a better, more empathetic customer experience. In short, happy employees are more likely to create happy customers.

Delivering a great agent experience is the foundation of effective customer experience. At Enghouse Interactive we are focused on providing state-of-the-art technology solutions that empower agents with all the contact centre capabilities they need in one place, simplifying administration and streamlining the user experience.

Wissensmanagement

Unterstützung durch Agenten

Ensure a ‘Win-Win’ for your customers and the agents who serve them. Knowledge Management ensures the content that is accessible via self-service channels is delivered to the right parties, at the right time, across all channels and communication touchpoints. Mehr...

Verbesserung der Agenten

Agentenentwicklung

Ensure that agents are provided relevant content and curriculum, supporting their career progression, which enables them to learn at their own pace. This encourages and helps improve information assimilation and retention of what they’ve learned, improving agent productivity. Mehr...

Agent Compliance

Verwaltung der Arbeitskräfte

Workforce Management (WFM) tools allow you to expertly staff your contact center, ensuring targeted service levels are met while creating a better customer experience. Mehr...

Outbound Campaigns and Dialing

Outbound Campaigns and Outbound Dialing

The industry’s widest range of proactive outbound capabilities, including voice, and email and SMS, while offering campaign support for inbound and blended call handling. Mehr...

Arbeitskräftemanagement

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