Contact center work is tough, and turnover is higher in this industry than in almost any other. Agents have the difficult task of interacting with unhappy customers and dealing with people complaining about a product or service they disliked. And, unfortunately, most contact center leaders don’t help the matter. They’re not that great at training people to handle these interactions with grace, and supervisors often don’t even have the data and insight to help agents do better.
All too often, we find ourselves in the ugly circular dilemma: which comes first, the employees or the customers?
Our CMO, Candace Sheitelman, shared her thoughts on improving the agent experience in the January issue of the Contact Center Pipeline magazine. In her own words, "unless we start putting the employee experience at the top of the list, the customer experience will never reach its potential." Find out 5 things you can start doing right now to give power to your people in the name of creating extraordinary customer experiences.