The pandemic reshaped how we work and interact, leaving behind two major trends that continue to influence customer service today:
- The rush to reclaim missed experiences: After months of canceled events and postponed plans, people are eager to make up for lost time, seeking out the activities they missed.
- Turnover from the Great Resignation: The U.S. saw a record 47 million people quit their jobs in 2021 alone, according to the U.S. Bureau of Labor Statistics. This unprecedented turnover created a ripple effect in industries like customer service, with contact centres onboarding waves of new hires to fill gaps left by tenured employees.
This churn has slowed service quality, with 61 per cent of employees stating they feel burned out at work, according to Gallup. To reverse these challenges, businesses must focus on enhancing the employee experience for their agents, ensuring they have the support, tools, and training needed to succeed. After all, studies show that happy employees lead to a 12 per cent increase in customer satisfaction (University of Warwick).
How to make the experience better for agents
1. Position agents for success
- Provide the right tools: Empowering agents starts with equipping them with the necessary resources. According to Salesforce’s State of Service Report, 84 per cent of service professionals say better tools improve their ability to deliver excellent customer service. Solutions that provide customer context, streamline workflows, and offer a unified interface allow agents to resolve inquiries efficiently and with confidence.
- Streamline processes: Overcomplicated systems are a common frustration for agents. McKinsey reports that simplifying workflows can boost productivity by as much as 25 per cent. By minimising distractions and repetitive tasks, agents can focus on what truly matters: resolving customer issues effectively.
2. Reduce wait times for callers
- Simplify DTMF/IVR menus: A Zendesk study reveals that 66 per cent of customers are frustrated by long hold times or navigating confusing menus. Businesses can mitigate this by creating intuitive IVR pathways, ensuring customers connect with agents faster.
- Enhance caller readiness: Long hold times and convoluted processes can put customers in a negative mental state before they even speak to an agent. This frustration can spill over into interactions, creating unnecessary tension. Simplifying the journey to an agent not only enhances the customer experience but also eases the agent’s workload.
3. Empathy matters for both customers and agents
- Empathy for agents: Research from Forbes shows that 96 per cent of employees believe showing empathy is a critical way to improve employee retention. When agents feel valued and supported, they are more motivated to deliver exceptional service. By providing tools, recognition, and resources, businesses foster a culture where agents can thrive.
- Empathy for customers: Similarly, empathetic interactions with customers boost loyalty. Harvard Business Review notes that customers who have positive emotional experiences with companies are more than twice as likely to recommend them. Training agents to approach calls with understanding and patience can transform even negative situations into opportunities for connection.
4. Training and development
- Thorough onboarding: Effective training is key to setting new hires up for success. Companies with comprehensive onboarding programs improve new hire retention by 82 per cent and productivity by over 70 per cent, according to Glassdoor. This is particularly important in high-turnover roles like contact centre agents.
- Ongoing development: Continuous training ensures agents remain equipped to handle evolving customer needs. IBM research highlights that companies prioritising ongoing skill development see an 8 per cent increase in overall productivity.
- Leverage familiar tools: Rather than introducing entirely new platforms, businesses can enhance existing tools with solutions like Voca Conversational Interaction Centre, designed to integrate seamlessly with platforms such as Microsoft Teams and Zoom. Voca enables agents to manage omnichannel interactions, leverage conversational AI, and access customer context, improving efficiency and reducing the learning curve.
Investing in agent experience directly impacts customer satisfaction. A Deloitte survey found that employees who are engaged are 87 per cent less likely to leave their organisations and more likely to provide excellent service.
We’ve all experienced the frustration of long hold times or unhelpful interactions with customer service. Now imagine the agent on the other side, struggling with outdated systems or inadequate training. When agents lack the support they need, it shows in their interactions with customers.
By focusing on empathy, streamlining workflows, and equipping agents with the right tools, businesses can foster a positive work environment that translates into exceptional customer experiences. Tools like AudioCodes Voca CIC make it possible to elevate CX by building on platforms agents already use and trust – like Microsoft Teams.
The equation is simple: happy agents = happy customers. It’s time to prioritise the foundation of exceptional customer experiences—your employees.