The agent experience in today’s omnichannel world.

June 10 -

The role of the contact center agent is more challenging than ever before. New skillsets and greater proficiency are required for agents to succeed with an increased range of channels. But with a new side hustle around every corner, keeping agents motivated and retaining them for the long haul is a common challenge.

In a 2018 ICMI study, contact center leaders reported that their number-one challenge was training and retaining the staff needed to be successful; not far behind, at number three, was increasing agent engagement and morale. Engaged and satisfied agents are essential to providing quality customer service that engages and satisfies customers, and they’re motivated to stay in their current jobs and make a career out of customer service.

When evaluating the agent experience in your contact center, it is important to evaluate processes including hiring and onboarding, training and development, and the overall feeling of satisfaction in your agents.  If this topic speaks to you, take our survey to share your experience on the current state of agent management and retention.

This week’s tip is sponsored by ICMI. Take our survey, The State of the Agent Experience, to share your insights to help build high-performing teams of skilled, satisfied agents who will be armed with the motivation and training they need to provide exceptional customer service. All respondents will be entered in to the grand prize drawing for a new Apple iPad Air (a $499 value!). Complete the survey by July 3, 2019!

The information you share will not be linked to you or your organization. The results will only be reported in aggregate; individual responses will remain confidential and will not be shared.