Now more than ever before, contact centers are focusing on improving the agent experience as a direct means of improving the customer experience. No surprises here. Most everyone agrees that if an agent has a positive mindset, it will be reflected in his or her interactions with customers.
Understanding the link between the agent experience and the customer experience is the easy part. Getting agents to their happy place? Not so much.
Three Ways to Empower Agents & Improve Workplace Happiness
Keeping employees, management, and customers happy is no small task for contact center leaders. The balance is difficult to maintain, with business objectives and customer expectations often weighted more heavily than the agent experience. Agents are left feeling less than empowered and rather underappreciated.
One way to restore the balance -- along with agents' sense of self-worth -- is by giving frontline staffers greater control over their work environments. Below are three ways to give agents a greater say -- and, in turn, not only improve service delivery, but morale as well:
While the above ideas are varied in approach, they share several common outcomes. In attempting to provide a more agent-centric environment, you will improve agent morale and resulting customer interactions. And as a manager, you'll learn more about your business, your customers, and the people who work for you as well.
