4 ways to improve agent experience in contact centers

According to our recent survey, agent experience and performance are the biggest business challenges for nearly 50% of the respondents. What can be done to enhance agent experience?

Employee landscape in contact centers is diversifying

Great customer experience and highly engaged employees are tightly knit together. As purpose-driven millennials and generation Z’s have entered the workplace, contact centers, which typically suffer from high rates of employee churn, should invest in – and possibly rethink – the workplace culture.

Building a culture that offers agents mentoring, collaborative working and emphasizes workplace fairness can set a company apart as the “employer of choice”. At the same time, a great workplace typically results in improvements in the business results that your agents are achieving.

The following four points can be used as building blocks to engage, motivate, and add to the agent experience at your contact center.

Four ways to improve agent experience

  1. Make sure agents receive continuous feedback, coaching and training
  2. Provide a road map for career development
  3. Show the contribution agents make to the success of the company by e.g. regularly sharing survey and QM results
  4. Take time to find out what your employees think. Conduct employee surveys on a regular basis, share the results and put agent’s suggestions into action

What are the implications for Contact Centers?

User Experience becomes more and more important

Digital natives expect the same exceptional user experience from their business software that they enjoy in consumer software.

To answer a single customer question, agents often have to navigate across multiple applications and windows. The needed information might need to be fetched from multiple sources, while the customer is waiting on the line. All the while agents are working to meet their productivity and quality goals.

This is why agents need better tools to handle their day-to-day work. Outstanding customer experience cannot be delivered with desktop tools designed for phone customer service. In an omnichannel, digital-first world user experience for B2B software should be the same as in B2C service.

In many countries there’s also a trend in pensioners taking up jobs in contact centers. Easy-to-use software is just as vital for them.

Data-driven Workforce Management enables leaders to better manage their agents work

A contact center solution with built-in WFM provides a hefty amount of data. In addition to quality management tools it also enables leaders to forecast and schedule staffing needs of the call center and may include other long-term planning capabilities.

WFM is proven to increase department efficiency and improve agent performance, while also improving quality. That naturally leads to a better customer experience and reduced operating costs.

Read our report on "Five Megatrends for Contact Centers in 2020 and Beyond" to get the full insight on industry trends.

Click here to download the full report