Three Ways to Enhance Contact Center Agent Performance

Posted by Linda Caudle

9/23/13 10:57 AM


Let’s face it – your contact center agents are an indisputable extension of your business. After all, they are often the first point of contact for your customers and your first line of defense to mollify customer concerns.

Simply put, the effectiveness of their tactics will either promote good feelings or spread sour ones, which can have a direct effect on your company’s bottom line. In fact, two-thirds of consumers are willing to spend more following an excellent customer service experience, according to the American Express “2012 Global Customer Service Barometer.”

With your contact center agents playing a significant role in customer retention and acquisition, it’s critical to keep them effective and efficient. However, that’s often easier said than done as today’s customers are more demanding than ever before. Below are the top three ways to enhance contact center agent performance.

Continuous Coaching and Training
Contact center agents have to be prepared to handle anything and everything thrown their way. By undergoing continuous coaching and training, agents are able to improve upon their skills in areas that need improvement with expert guidance. In fact, 65 percent of organizations that focus on frequent training see improvements in First Call Resolution, according to research.

360 Degree View of the Customer
When agents participate in a call unprepared, they might as well be going blindly into the lion’s den. However, when given complete access to customer information—such as past interactions and account details—from the beginning of the call, agents can quickly and effectively quell customer issues.

Next Generation User Interface
When a call comes in, time is of the essence. Consumers don’t want to wait as an agent fiddles around with logins and passwords. With an easy-to-use agent interface, contact center representatives are able to access critical information in a flash, helping improve productivity and enhance customer service.

Topics: agent performance

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