Agent morale can be a key indication of flaws in your business. Happy agents – those who are excited to be at work – can signify a healthy and successful corporate culture. Whereas stressed and overworked agents can suggest a business culture that is failing them, and most likely failing its customers. Interactions between agents and customers directly affect the overall customer experience. In fact, 58% of customers will never use a company again after a negative experience.
On the flipside, companies that are focused on providing a superior experience have seen a 10-15% increase in revenue and a 20% increase in customer satisfaction. So why do only 31% of organizations recognize and reward employees for improving the customer experience? If agents are incentivized and equipped with the right tools and training, not only will you see improved agent morale, but a boost in service levels and revenue as well.
Here are 5 ways to get your agents more excited and more eager to deliver excellent customer service experiences. Continue reading