There’s an enormous concept that’s effervescent to the floor in 2022 and it’s this: the actual driver of contact heart success is a shift to agent-centric management. Certain, this isn’t a brand new concept. The connection between worker and buyer expertise is one thing that’s been researched and mentioned for years. However, simply because it’s being talked about, that doesn’t imply it’s truly occurring.
A current examine by Salesforce revealed that 88% of C-suite respondents say that workers are inspired to concentrate on clients’ wants above all else. But, the identical examine discovered that eliminating the silos between worker expertise and buyer expertise can result in income development in extra of fifty%. What ought to come first? The worker expertise or the client expertise? Properly, as somebody with over 20 years spent working in and alongside contact facilities, I’m right here to inform you you can’t constantly obtain an awesome buyer expertise with out first having an awesome agent expertise.
However, the place do you get began? Because it seems, there are three frequent methods through which contact facilities are falling brief on offering an awesome agent expertise.
- Brokers are predominantly perceived (and thus handled) as entry-level roles that drive effectivity.
- Processes concentrate on compliance, typically limiting the agent’s span of management or creating limitations to a fluid buyer expertise.
- Instruments and applied sciences are disparate and ineffective at empowering brokers with complete data and intuitive navigation.
These three components are undermining each the worker and buyer expertise in tangible and intangible methods. They drive up dealing with instances, push down satisfaction charges, and restrict the strategic benefit that companies expertise after they unleash their contact heart groups.
If you wish to totally understand your contact heart’s potential, you must undertake an agent-centric strategy to the way you rent and prepare your individuals, to the way you design processes and set up efficiency measures, and to methods to deploy and optimize expertise. I take a deeper take a look at these three areas in my newest eBook, the 2022 Information to Main an Agent-Centric Contact Middle.
Desire a preview of what to expertise within the information? Right here’s a take a look at three attributes which are key to changing into an agent-centric chief.
- Agent-centric leaders empower their groups to uncover and share insights.
Contact facilities that ship strategic worth constantly have workers who can take what they’re studying proper now to assist the enterprise decide what’s subsequent. Extra importantly, they’re supported by processes that make it straightforward for these insights to journey all through the group and supply transparency to if, when, and the way they’re informing and driving change.
- Agent-centric leaders give their workers extra significant work.
The agent-centric chief is continually bettering and automating processes to empower workers and drive increased engagement by extra significant work. This strategy yields exponential returns because it inevitably contributes to decreased prices by considerate makes use of of self-service, elevates buyer satisfaction and loyalty due to better-equipped brokers, and accelerates strategic insights due to extra built-in and collaborative methods.
- Agent-centric leaders leverage the best technical capabilities.
Contact facilities with an agent-centric strategy deploy instruments and applied sciences which are digital first, create one setting for communication, leverage AI as an assistant, present a 360º buyer view, and break boredom by utilizing automation.
Able to reinvent and revitalize your contact heart? Be taught extra concerning the worth of shifting to agent-centric management and the three steps you must take by downloading the eBook immediately.
Final Modified Might 16, 2022