I got on a call with customer service the other day while simultaneously juggling life as all moms do. I was hoping to just have a quick conversation and resolve a simple issue, but the discussion dragged on.
Blog
Transforming customer experiences
Your search for agent engagement returned 91 results.
What’s in a name? Well, as it turns out . . . a lot! What we call something can shape the way we think about it—and vice versa. Take the term “customer service” for example. This refers to the support a business offers its customers, from the moment it discerns an expression of interest, through the sales process, all the way to the customer’s use of the product or service.
For IT leaders, it’s tempting to simply add another point solution to your existing CX tech stack for another feature or functionality. Want to add the latest digital channel to your contact center? Bolt on a point solution. Need analytics on that digital channel? Add another point solution. And on it goes.
The benefits of agent engagement are obvious to any contact center manager or supervisor. Agents who are engaged align their own personal goals with those of the company they work for.
If there is one single perk that contact centers can offer to agents to recruit and retain staff, it’s flexible scheduling. With the ability to work from nearly anywhere, agents want to fit their work schedule to their lives, not the other way around.
The events of the past couple of years took a strange, unexpected toll on the labor market. During the lockdown, unemployment was high, and workers clung to their jobs. However, now that things are getting (somewhat) back to normal, a significant percentage of American workers have decided not to go back to work.
Raise your hand if you owe a few contact center agents apologies for how you treated them before you worked in customer experience.
