Disengaged Agents Deliver a Confusing Customer Experience


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Customers don’t always leave because of a better product or service. Forrester has found that 68% of customers leave because of perceived indifference from employees. Customers don’t feel like your agents are engaged in solving their issues. In fact, 59% of customers will switch brands to get better service and 73% will increase the amount they spend with a company because of a history of strong service.

At the same time, it’s not unusual for contact centers to have 40-80% employee turnover annually. Why? Often what is making the customer unhappy is also making the agent unhappy.

When agents don’t have the right information to make the customer happy, they become frustrated too. Customer dissatisfaction causes job dissatisfaction and decreased morale across the service team. If agents are empowered with the right knowledge, they can help solve customer issues faster and more accurately. The right tools make it easy to access this knowledge, and the right motivation keeps agents focused on customer engagement. When agents are more satisfied in their jobs, retention increases and customers get the kind of service they expect. Engaged agents are better able to engage customers.

Want to hear more? Check out the guide “Empower Your Agents to Engage Your Customers” to learn three ways to solve your biggest contact center challenges by empowering your agents.

Republished with author's permission from original post.

Natasha Oxenburgh
As a Product Marketing Manager, Natasha Oxenburgh directs marketing strategy for Bluewolf's customer care, marketing, and social business services. Previously, Natasha lead Bluewolf's external social strategy and an internal initiative to drive employee engagement. Prior to Bluewolf, Natasha worked in the United States Peace Corps as a community health worker in both Madagascar and Mali. Follow Natasha on twitter!


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