If agent engagement is lacking, there’s a good chance customer experience is too. That’s because successful agents need to be motivated, rewarded and recognized as valuable contributors to the team. This webinar gives you the tips and tools you need to boost agent engagement and improve customer satisfaction at your contact center.
Only 2% of contact center onboarding focuses on high-impact skills like problem solving. The rest of agent training time is spent teaching tools and processes, which means many agents are better prepared to handle clunky systems than complex customer issues. This webinar shows how intuitive systems can help maximize training time – so you can develop agent skills that lead to better resolution rates and customer satisfaction.
Research shows agents spend 16% of their time searching for information across 4-7 apps when working with customers – and switch screens up to 1,100 times a day. It’s no wonder agents are frustrated, and customers become irritated. This webinar helps leaders understand the critical role easy-to-use systems play in resolving issues faster, increasing agent engagement and improving customer experience.
3 Ways Agent Experience is Boosting Customer Experience
Anyone can deliver a good customer experience. But to deliver an experience that exceeds expectations and leads to lasting customer loyalty? That requires more. By giving your agents the right tools, skill development and focus, they can provide incredible experiences to your customers on every channel while forming unbreakable bonds. In this webinar, agent experience expert Lori Bocklund of Strategic Contact discusses how you can empower your agents to provide a 5-star experience to every customer. Find out why it’s more important than ever to focus on developing your agents See the vision for the optimized agent in 2020 and beyond Understand ways to develop your agents’ skills to enable them to solve complex requests Learn how setting consistent goals leads to consistent service See how your agents can resolve customer issues faster with the right tools Most importantly, you’ll learn how to leverage best practices in agent experience to take your Customer Experience to the next level!