Post by account_disabled on Mar 7, 2024 4:12:45 GMT
May put more pressure on their agents than others. But time metrics are easy targets for managers because they can be linked to cost reduction relatively easily. While it's important to focus on time management, if agents are pressured to spend less time with each customer, they are less likely to put in the effort to identify customer issues and trends that impact the customer. In the interest of detecting problems more quickly, it may be time to encourage agents to spend as much time as they need (within reason) on each customer. 2. Are agents trained to recognize when the system is not doing what it is supposed to do? Reps must be able to connect the dots and realize that if the system is not working correctly for one customer , others may be affected. If they don't understand how the system works in the first place, it's a training problem.
The ability to recognize potential customer problems is an important reason to constantly improve documentation and training. It might seem like we can improve training with a wave of the hand, but it's more complicated than that. We are constantly working to better document the operation of systems, such as billing, so that our Buy Bulk SMS Service team is increasingly trained. Training also occurs when agents go to supervisors with questions, which hopefully increases the likelihood that someone will uncover a larger problem. 3. Do your agents have the necessary tools to test your product? Agents must have access to the software or hardware that customers use and must have an environment through which they can perform testing. All of our employees have access to our software and mobile app to test customer issues.
In previous roles using iot (internet of things) devices, we successfully created a “lab” within our contact center where agents could get their hands on the devices they were servicing. 4. Do you involve your agents in testing new releases? This is a major challenge in a contact center environment. After all, we need our agents to interact with customers, right? As your engineering team releases new features and updates , it's important to involve the contact center as much as possible in the testing process. Create a way for them to report bugs and make feature suggestions. At our company, our engineering team asks for as much information as possible, which requires contact center management to spend time engaging agents. This familiarity with the product or service before launch is very valuable when problems arise after launch.