In the contact center environment everything is measurable, analyzable, and reportable. High levels of staff motivation lead agents to work harder and better; therefore, the company should have in place an encouraging reward program. Clear metrics of each agent’s performance and the corresponding rewards are one of the key aspects to achieve success and higher business results. After all contact center agents are the ones that ultimately can have the biggest impact on customer satisfaction, with the ability to turn an unsatisfied customer into a loyal customer. Altitude Agent Desktop provides agents in real time with counters about their individual, team, and campaign performance, enabling them to know their objectives and whether they are meeting the defined goals.
Simple working tools for contact center agents
One of the most frustrating things that can happen both to agents and the customers is the wrong or slow access to information. This can reduce staff motivation among agents as it is difficult to navigate through multiple screens trying to find the right information while at the same time focusing on the customer. The agent desktop must give agents a single, unified view of the customer´s journey to reduce the main source of customer frustration, which is being transferred between agents and repeat the same information endlessly until the issue is solved. Simple working tools like these increase staff motivation and allow to increase customer satisfaction.
Ready to use answer templates
The agent desktop should also have a central information repository that agents can use to ease their work. The repository should have standard answers for FAQs and templates for emails or chat and twitter messages greatly improving agent productivity, staff motivation and customer satisfaction as issues are answered quickly and interactions take less time.
Technology can either be an enabler or a withholder for agent empowerment. Delivering customer interactions to the agents, who have the right skills to handle them, is an important point of agent empowerment and maintaining high levels of staff motivation. The right skills set agents up for success, leading to a happier and more productive workforce and ultimately, improved customer satisfaction.
Agents must also have an omnichannel view that gathers all the information the company has on its customers regardless of media channel or service. The desktop application should allow agents to view past and pending customer information and act upon it to solve customer issues. For example, the agent can pick up a pending workflow task from the queue and tie the loose ends of the customer experience.
Reduced agent turnover
Contact center employee attrition is a big challenge that needs to be overcome. The solution lies in staff motivation and agent empowerment. Empowered agents are happier and more likely to remain where they are, making companies and customers the biggest beneficiaries from this empowerment. Altitude solutions support agent empowerment, allowing you to succeed in your battle with the employee attrition problem.