As the “dog days” of summer roll on, providing and improving customer satisfaction grows both more important and difficult. Why? Because scientific research proves that, for many people, as the temperature increases, patience decreases.

If you’ve noticed a little more of an edge in your customers’ voices recently, don’t panic because it may have more to do with the heat than anything your business is or isn’t doing. Still, bearing in mind that people tend to be a little crankier this time of year, it’s important that you have the tools to make sure your agents operate at peak levels. Even when the mercury creeps toward triple digits, improving customer satisfaction should remain a top priority.  

Companies expect a lot out of their contact center agents, and with good reason: Agents carry a lot of responsibility in terms of upholding the company reputation and providing a consistent, positive customer experience. Agents directly represent the company, so it’s worth spending some time ensuring they are properly and efficiently trained. If your agents are not well-trained, performance will inevitably decline, as will customer satisfaction and, eventually, business revenue.

Ensure your agents can perform to their utmost ability by implementing quality agent training software, such as Envision’s Click2Coach, which gives you the tools you need to facilitate excellent customer-to-agent interactions. Click2Coach is a no hassle way to use in-house data that’s gathered by the software to coach your agents and improve the vitality of your company.

You’ve spent all week observing your contact center agents’ performance and are finally ready to sit down and write your evaluations. Unfortunately, from past experience, you know that you’re going to have to jam a square peg into a round hole to complete these reports, because you are still using cookie-cutter evaluation forms. Rating your representatives on a 1-5 scale for a number of basic categories gives them only a surface-level view of their performance and areas for improvement, thereby limiting your ability to conduct effective contact center agent coaching and training.

Any C-level executive who has been involved with onboarding new employees knows the process can be daunting. The practice of identifying prospects, interviewing candidates and then finally making a hiring decision is quite time-consuming and intense, because making the wrong choice can set your company back in both productivity and revenue.

In today’s business environment, in which customer expectations are at an all-time high, companies have become obsessed with improving the customer experience—and for good reason. Research has shown that consumers are willing to spend more money with a company that delivers superior service. Sure, customer service is imperative and has become a competitive differentiator, but are companies becoming so fixated on their customers that they’re forgetting about their most important asset—their employees?

By 2020, customer experience will overtake price and product as the key brand differentiator with approximately 80% of executives expecting contact centers to play a key role in defining it.

But, while the majority of companies say they deliver "superior" customer service, only 8% of customers agree. So, where is the disconnect, and how can contact centers bridge the gap?

Join us for this webinar where we'll uncover the key challenges preventing contact centers from meeting customer satisfaction expectations and 6 ways to address them including:

Much like the virtuoso musician who never stops practicing, even your most talented contact center agents can improve upon their performance. And now thanks to an innovative, cloud-based solution engineered by Envision, coaching and training your agents to help further develop skills, improve techniques and increase sales has never been easier.

Your contact center agents are in the trenches, directly interacting with customers on a daily basis. But are they being as effective and efficient as they can be? While in the past customers patiently waited on hold to speak to an agent, today’s customer is more demanding than ever, expecting immediate answers within minutes, not hours.

Call center coaching is the practice of providing your agents with the personalized training, objective feedback and information they need to perform at their best. It’s a continual process of evaluating behavior, and improving it through training and motivation. The Envision software platform makes coaching and workforce management simple for contact center supervisors and agents, and leads to better service and increased customer loyalty.