Great CX Starts with the Agent: 4 Ways We Support Success

Matthew Longbottom, EVP of Sales & Business Development
January 24, 2023

Customer experience is the difference between attracting and retaining customers or losing them to your competitors.

Improving your customer experience requires taking a look at the agent experience. Is it confusing? Complicated? Inconsistent?

Above all, customers want to have their needs met and problems solved with the least effort possible. But how can agents seamlessly deliver if their own experience is full of stress and frustration?

We simplify the agent experience to improve customer experience. 

In the quest for outstanding customer service, BPOs can overload agents with information, leaving them scrambling to find answers and making it difficult to perform their job efficiently or effectively.

But agent experience and customer experience are closely linked. When the agent experience is simplified, agents are good at what they do and provide optimal customer care.

Here’s how we create an environment that builds happy agents, leading to happier—and more loyal—customers.  

1. Informed agents are helpful agents.

Inadequate training can have a big impact on whether agents believe they can do the job. We’ve developed a training program that focuses on agents’ needs {insert link to training environment blogpost} so they feel confident to meet the scenarios they’ll face on calls.

But that’s not the only issue. Applications and knowledge bases can be tricky to navigate, with agents having to switch between programs, search for answers, read through instructions, and interpret the best way to proceed. All while customers are left waiting and handle times go up.

The pressure to multitask quickly can cause agents to misinterpret the instructions they find or miss a step, resulting in inconsistent service and customer frustration.

We use agent-focused technology like Vistio so our agents get only the information they need for the present interaction, creating a frictionless experience for customers. And when customers get what they want, they’re more likely to stay customers.

“Customers aren’t looking for bells and whistles. They’re looking to exert the least amount of effort to fix a problem or an issue that they have. And they’ll reward companies that fulfill that with customer loyalty.” 

—Stephen Loynd, CX Trend Expert

2. Relaxed agents hear what your customers aren’t saying.

Our agents are reliable representatives of your company, acting as customers’ primary or only point of human contact. So it’s important they’re properly trained to solve customer problems and also gather insight into how customers perceive your brand, products, or services.

Provided with everything they need to navigate customer interactions, our agents can glean how likely customers are to buy from your brand again, recommend your products or services, or be interested in future products or services.

Plus, when agents know what they’re doing, they have the capability to handle complex and sensitive interactions with empathy and provide the personalized attention customers are looking for, which is invaluable.

3. Supported agents are more engaged with your customers (and company).

When agents don’t feel helpful or valuable, they start looking for other opportunities. Agent attrition impacts performance metrics, putting new business growth at risk.

We ensure agents are thoroughly supported by leadership, managers, and other co-workers from beginning to end. No matter their role, we emphasize why agents are part of our team {insert why your contact center needs an agent-focused strategy blog post} and align their tasks with your company’s goals. So they always understand what they’re working towards.

Motivated agents are more likely to contribute to long-term success, which includes providing exceptional customer care.  

Thriving agents are a revenue-generating differentiator for you.

Agents are an incredibly important asset to your company’s customer satisfaction.

We equip agents to resolve issues and create positive customer interactions, so they have an opportunity to protect your customers’ current spend and grow future revenue.

Providing agents with the tools to transform customer interactions into impactful experiences means:

  • Customer expectations are met
  • Issues are resolved efficiently, accurately, and uniformly
  • Revenue is protected and generated
  • Customer loyalty increases

See how Faneuil can deliver the right team for your business’s needs.

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