Download - Happy Agents = Happy Customers
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HAPPY AGENTS =HAPPY CUSTOMERS4 Ways to Empower Your Customer Support Team
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A SINGLE THINGBusinesses known for providing amazing customerexperiences all have a single thing common ...
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Understanding that the agents whoare on the frontlines are the mostimportant factor in delivering thekind of awesome service thatmakes customers happy.
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Here are a few steps on howbusinesses can reduce agentturnover and build a customersupport department thatempowers every agent.
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NUMBER ONE
HAVE ASINGLEVIEW OFYOURCUSTOMERS
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Businesses keep adding morecustomer support channels toconform to customerexpectation, regardless if theycan support them fully or not.
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The result: a patchwork of systemsthat aren’t connected, leavingample room for mistakes to bemade.
When agents make mistakes,customers fall through the cracks.
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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.
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Agents candeliver smarter,faster, and morepersonalizedservice.
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ALLOWAGENTS TOGO OFFSCRIPT
NUMBER TWO
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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.
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Customers certainly don’t view themselvesas ‘one-size fits all’, so neither should agents.
They want personalization and scripts aredesigned to be the opposite.
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It can seem nerve-wracking to letagents ‘go off-script’, but brandsneed to trust that smart agentscan think on the fly and makesound decisions.
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This gives youragents thefreedom to focuson one thing:making thecustomer happy.
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Like these tips?
Dive into moreways to empower
your serviceagents in our free
e-book
CLICK HERE
(Or click the image)
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NUMBER THREE
PLAN ACAREERPATH
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Historically, customer service jobshave little-to-no upward mobilityand limited trainingopportunities.
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New opportunities to expand oncurrent skills or develop new onesare becoming more widelyavailable as the customer serviceindustry grows in new channels.
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Developing a careerpath and giving agentstraining beyond the firstweek is a great steptowards building asupport team that’s asengaged in thebusiness as you are.
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NUMBER FOUR
KEEPPRODUCTIVITYA PRIORITY
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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:
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Boost efficiency: look for consoles thatgive you all the information on one screen.
No toggling across multiple tabs orsystems required.
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Empowering your agentsdoes more than boost agentsatisfaction
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It createsopportunities foragents to drivepersonalizedcustomerexperiences, whichgrows your businessand generates morerevenue. Win-win!
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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)