What Is The Best Way To Increase Agent Satisfaction? – In 140 Characters Related Articles 15 Inventive Strategies to Increase Customer Satisfaction (CSAT) Welcome Calls: A Simple Way to Increase Customer Satisfaction Positive Statements to Increase Customer Satisfaction How to Increase Customer Satisfaction Survey Scores 4,976 Filed under - Hints and Tips, Business Systems, Employee Engagement, Enghouse, EvaluAgent, Genesys, Hostcomm, Intrado, Jabra, Netcall, Rostrvm, Ultra, Vonage We asked our Twitter panel “What is the best way to increase agent satisfaction?” Carolyn Blunt @CarolynBlunt Listen to your agents! What are their biggest bugbears? It could be rubbish systems, grubby headsets or lack of praise. Ask! PCMS Call Centre @PCMSCallCentre Regular 121s and feedback help. Also don’t shy away from agent satisfaction surveys, it’s important to know their opinion. Ultra Communications @UltraComms Whenever possible, give high achieving agents some time off from the phones to reward them for their hard work. ININ Making sure you reward your agents for performing well is a sure-fire way to increase agent satisfaction. NewVoiceMedia @NewVoiceMediaGive your agents the tools they need to do a great job by ensuring you have the most up-to-date #cctr solution available. Dougie Cameron @addzestDougie Treat your agents with respect. Listen to them, act on their feedback and ask them to help shape the future of your contact centre. Hostcomm @Hostcomm Use metrics to identify where agents need training or support. EchoManagedServices @Echo_MS Training to prepare them well. Praise and recognition. The chance to learn and grow. EvaluAgent @evaluagent Provide the questions instead of the answers and encourage your agents to find the answer for themselves. Enghouse Interactive @EnghouseInterac Empower agents to solve complex interactions. Also measure outcomes – not time! EvaluAgent @evaluagent Talk to your agents! It boosts morale and builds stronger and more meaningful relationships. Simon @simonjerob Give them the tools that help them do their job properly #technology! JABRA UK&I @JabraBusiness Give them the right kit. Good quality headsets can make agents more efficient and also boost customer satisfaction. Magnetic North @MN_Cloud Ensure agents have the caller’s history at their fingertips – with all the information they need for a successful resolution. EvaluAgent @evaluagent Encourage peer support. When agents become recognised for their skills and knowledge, others can tap into this. ININ Build relationships with your agents and make sure they know you care about them – that’s how you increase agent satisfaction. Enghouse Interactive @EnghouseInterac Empower your agents to self-serve and you’ll see them change from menial task managers to customer service superheroes. Business Systems @BSLHQ Allow agents to be actively involved in the scheduling and planning of resources – e.g. shift swaps and holiday bookings. Magnetic North @MN_Cloud Listen to your agents. Set up forums where their input, ideas and feedback are recorded and acted upon accordingly. EvaluAgent @evaluagent Free up managers to spend time coaching and mentoring agents. This really should be their highest priority. Netcall @Netcall Make it easier for your agents by providing them with a single view of all customer data from multiple systems. Rostrvm Solutions @rostrvm Agents are the ears of your business and know all of your customer process problems. Listen to your agents and act. What do you think are the best ways to increase agent satisfaction? Tweet your answers in 140 characters @callcentrehelp, or comment below. Author: Megan Jones Published On: 25th Feb 2015 - Last modified: 18th Feb 2022 Read more about - Hints and Tips, Business Systems, Employee Engagement, Enghouse, EvaluAgent, Genesys, Hostcomm, Intrado, Jabra, Netcall, Rostrvm, Ultra, Vonage Recommended Articles 15 Inventive Strategies to Increase Customer Satisfaction (CSAT) Welcome Calls: A Simple Way to Increase Customer Satisfaction Positive Statements to Increase Customer Satisfaction How to Increase Customer Satisfaction Survey Scores Related Reports eBook: Five Trendsetters in CX Innovation Report: Customer Experience Horizons 2024 Contact Centre Buyer’s Guide White Paper: Five Secrets of Top Performing Contact Centres 1 Comment Lighten up – While maintaining a professional environment it is important to relax, smile and enjoy your day. When you enjoy your day you are more productive. Not taking yourself to seriously while maintaining focus is important and will help you to achieve your goals. It is said that there are two types of leaders, the one who wants to be your best friend and the hard nose no nonsense leader. Straying to far left or right has its own consequences. If you are everyone’s best friend, you run the risk of people taking the task at hand with a casual approach when the situation arises that you need more production from the team it may be difficult to bring them back to a place of focus. If you are the hard no nonsense leader you run the risk of creating an environment motivated by tension, people may feel suppressed. This may lead to resentment and effect production in a negative way. Finding a medium or middle of the road approach is the most effective. Maintaining professionalism, keeping focus on the task at hand is my preferred way to ensure that all are the most productive. Laramie 2 Feb at 00:05 Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. 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