When you arrive home at the end of a long work day, are you usually content with what you’ve accomplished on the job? If so, it’s likely that you consistently hit the mark on the tasks to which you were assigned; such an achievement can leave you beaming from ear to ear at the dinner table. The same scenario applies to your contact center agents: If they have enhanced the quality of their customer service, they will most likely feel better and more fulfilled in their jobs.
Such fulfilled contact center agents can translate into increased productivity for your business. In fact, satisfied workers are 12 percent more productive, according to a study by researchers at the University of Warwick. This represents the first scientifically controlled evidence of the link between human happiness and productivity. Furthermore, the researchers concluded that less happiness is connected to lower employee yield.
So, the more satisfied and productive your contact center agents are, the more likely they will be to deliver first-rate customer service. And this satisfied attitude among agents can be contagious; it can permeate your entire organization with positive spirit, driving a complete culture of optimism.
So with the happiness/productivity connection verified, how can your company ensure its employees are content, guaranteeing strong productivity and improving quality of customer service? Here are some ways that technology can help:
- CRM solutions: Based on information received during a contact center call, top-of-line CRM solutions automatically adjust agent scripts to allow for more personalized, effective responses. Such customizable screens bolster productivity and promote first-call resolution.
- Report cards: Quality of customer service can be enhanced greatly by developing progress reports that measure various contact center activities and their effectiveness. Using state-of-the-art contact center technology, managers can monitor agent progress by the numbers (e.g., examining response rates), pulling back the curtain on agent challenges that must be addressed immediately.
Interested in upgrading your customer service tools so that your agents hit the mark more often? Then speak with us at InfoCision today!
Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the American Teleservices Association (ATA). He also donates his time to serve on several University boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s higher honor, the prestigious Fulcrum Award.