The New T he New Thinking hinking Behind G Behind Grea eat t Contact Contact Centr Centre e Leader Leadership ship 1
86% 86% 15% 15% of C X executi ves r ank of C C Leader s r ank A gent Experi ence (A X ) Agent Experi ence (AX) as the as thei r #1 #1 factor i n del i veri ng goal i n 2020 Customer Experi ence (CX) Source: Gartner Survey, 2018 – Gartner Survey, 2018 – Source: Strategic Contact 5th Annual Challenges and Priorities Survey “Customer Experience 2019 Benchmarks: Turing Return on Investment into Reality” CC = Contact Center
You can’t move CSA CSAT T withou without mo t moving ving aSA aSAT! T! aSAT=Agent Satisfaction 3
1. 1. Age Agent nts w s wan ant t to to help help, bu , but lac t lack th k the righ e right to t tools ols THE #1 #1 MOTIVATION FOR WORKING IN CUSTOMER SERVICE TH MOTIV MO TIVATOR OR Rank Agents Supervisors Managers Senior Leadership Helping Helping Helping Helping 1 customers customers customers customers for agents is helping Having an impact on Having an impact on Having an impact 2 the organization’s the organization’s on the organization’s Flexible work schedule customers. goals goals goals Having an impact on Teamwork and Teamwork and Flexible work 3 the organization’s camaraderie with camaraderie with schedule goals peers peers THE #1 #1 BUT UT THE CHALLENGES TO WORKING IN CUSTOMER SERVICE CHALLENGE CHA LLENGE 30% Inadequate/hard-to-use systems for agents is using inadequate, Management 14% complicated systems. Customer emotions and behaviors 14% (anger, rudeness, etc.) 10% Lack of training 4 Source: State of Agent Experience and Engagement – ICMI Research, 2019 4
Resolv esolve e customer customer issues faster issues aster with with better a bett er agent gent tools tools Consolidate applications into ONE intuitive desktop Eliminate 16% of wasted time switching screens (Aberdeen) Quickly isolate issues and personalize with full context 5
2. 2. Age Agent nts spend s spend less t less time o ime on tr n training aining tha that t ma matt tter ers 2% 2% ONBOARDING: PRIMARY TRAINING FOCUS 31% 19% 13% 13% of onboarding time is spent 10% 2% 7% on training for high-value skills Contact center Technologies Customer Learning to use Business Technologies Problemsolving like problem solving processes used to provide service skills the knowledge introduction used by skills service base customers TIME ALLOTTED TO ONGOING TRAINING, PER MONTH 2% 4% 3% 3% AND 50% 50% 7% 7% 19% 26% 15% 16% SUPERVISORS AGENTS of agents receive <2 hours 19% of ongoing training per month 29% 23% 25% Less than 1 hour 1-2 hours 2-4 hours 4-8 hours 8-24 hours None More than 24 hours 6 Source: State of Agent Experience and Engagement – ICMI Research, 2019 6
Solve comp Solv e comple lex issues by cr x issues by crea eating ting one experience time for the right time f or the right tr training aining Accelerate new agent onboarding and spend more time on service skills Train smart with analytics to pinpoint skills gap Push just-in-time , bite sized learning packages during lulls – while agents still available 7
3. 3. Age Agent nts ar s are mot e motiva ivate ted d by by clear lear, aligne , aligned go d goals als FACTORS CONTRIBUTING TO HIGH ENGAGEMENT Alignment of roles , Alignment of my role, performance 36% measures and business goals responsibilities, and Leadership 24% performance with business Having the necessary tools to goals is #1 contributor 22% perform… Training and career development to high engagement 9% opportunities MOTIVATION FOR WORKING IN CUSTOMER SERVICE Having an impact on Helping customers 29% organizational goals Having an impact on the 22% is the #2 source of organization's goals Teamwork and camaraderie with 11% motivation for contact my peers Having an impact on the contact 9% center employees center's goals Flexible work schedule 8% 8 Source: State of Agent Experience and Engagement – ICMI Research, 2019 8
Deliv Deliver er co consisten nsistent t ser service vice th throu ough gh tr tran anspar sparen ent t & & aligne aligned go goals als Click icon to insert picture or drag • Real-time visibility and and drop into window alignment on goals • Fair , transparent data-driven gamification • Team collaboration and personalized incentives 9 9
Give agents… Speed Skills Focus and drive better CX…. Source: State of Agent Experience and Engagement – ICMI Research, 2019 10
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