happy agents = happy customers

HAPPY AGENTS =HAPPY CUSTOMERS4 Ways to Empower Your Customer Support Team

A SINGLE THINGBusinesses known for providing amazing customerexperiences all have a single thing common ...

Understanding that the agents whoare on the frontlines are the mostimportant factor in delivering thekind of awesome service thatmakes customers happy.

Here are a few steps on howbusinesses can reduce agentturnover and build a customersupport department thatempowers every agent.

NUMBER ONE

HAVE ASINGLEVIEW OFYOURCUSTOMERS

Businesses keep adding morecustomer support channels toconform to customerexpectation, regardless if theycan support them fully or not.

The result: a patchwork of systemsthat aren’t connected, leavingample room for mistakes to bemade.

When agents make mistakes,customers fall through the cracks.

With CRM, agents are equipped to answercustomer questions quickly and easily.

All customer information is located in oneplace, giving everyone a 360-degree view ofthem.

Agents candeliver smarter,faster, and morepersonalizedservice.

ALLOWAGENTS TOGO OFFSCRIPT

NUMBER TWO

You can hire smart agents, trainthem well, and give them all thetools they need, but if you keepthem chained to a script, problemswill quickly arise.

Customers certainly don’t view themselvesas ‘one-size fits all’, so neither should agents.

They want personalization and scripts aredesigned to be the opposite.

It can seem nerve-wracking to letagents ‘go off-script’, but brandsneed to trust that smart agentscan think on the fly and makesound decisions.

This gives youragents thefreedom to focuson one thing:making thecustomer happy.

Like these tips?

Dive into moreways to empower

your serviceagents in our free

e-book

CLICK HERE

(Or click the image)

NUMBER THREE

PLAN ACAREERPATH

Historically, customer service jobshave little-to-no upward mobilityand limited trainingopportunities.

New opportunities to expand oncurrent skills or develop new onesare becoming more widelyavailable as the customer serviceindustry grows in new channels.

Developing a careerpath and giving agentstraining beyond the firstweek is a great steptowards building asupport team that’s asengaged in thebusiness as you are.

NUMBER FOUR

KEEPPRODUCTIVITYA PRIORITY

automating tedious tasks delivers the right info instantlyeasily accessible knowledge bases, subjectmatter experts & customer profiles

Look for service tools that take care of theheavy lifting:

Boost efficiency: look for consoles thatgive you all the information on one screen.

No toggling across multiple tabs orsystems required.

Empowering your agentsdoes more than boost agentsatisfaction

It createsopportunities foragents to drivepersonalizedcustomerexperiences, whichgrows your businessand generates morerevenue. Win-win!

Happy agents are able to deliveramazing customer experiences

Learn how youcan empower your

service agentswith more tips inour free e-book.

CLICK HERE

(Or click the image)