It is time to acknowledge that our Agents’ Experience matters just as much as our customers’ happiness. Focusing on agent satisfaction makes sound business sense for any industry. You should try to avoid a mechanical attitude, replace that with a team of individuals who are motivated to give the best customer experience to your clients. What you need your Agents to become is a Brand Ambassador, someone to represent your brand in a positive light and by doing so help to increase brand awareness and sales.
- Listen and pay attention to your Agent needs
To avoid a mechanical attitude, you need to stop treating Agents like machines. Pay attention to their human needs and areas that require improvement in your contact center. Managers pay a huge role in this area, you need Managers who are leaders not commanders, Managers who demonstrate that they understand the demands of the job and in turn inspire the Agents to connect with their roles.
Set clear goals that are SMART (Specific, Measurable, Achievable, Relevant, Time-based). When they have clear instructions, instructions that make sense and are achievable, it makes a whole difference.
- Create a pleasant environment
It may sound silly but a cheerful office or work space encourages and stimulates the mind. Relook at your decoration. Do they have ample space to work in? Is the room temperature controlled? Do they have water and coffee facilities close by? Are they working at a good rate and not being rushed and watched like slaves? Are they free to voice their opinions in a respectful manner?
- Back it up with great technology
Outsourced Contact Center technology can be the biggest component for your Agent Experience. Finding the right software for your organisation is of paramount importance. Features like IVR, automations, integration, AI and skills routing assist the Agents when it comes to time and effort.
Integration allows a complete view of solutions in a single screen without switching between applications. This optimizes the Agent’s time and makes work so much easier. Connect agents to third parties and knowledge bases to solve user or product queries. Introducing Omni Channel technology can be your biggest winner. This promotes easy switching of customer enquiries across different channels.
- Please them where they are most valuable
By using the Omni Channel technology, you can place your agent in a Queue that they are best at. One might be more confident on email rather than on a voice call so place them in the email queue and vice versa. This way you promote the Agents strengths over anything else, putting them more at ease.
We need to shift our focus from being predominantly consumer oriented to being a little more diverse by also delivering exceptional Agent experience. Take time to realise what Agents want to keep them happy and make their lives easier in the Contact Center, this will evolve into great customer experience.