Agent experience is one of the most critical subjects for any company offering customer experience (CX) expertise - such as Transcom. Our agents reflect the brand of our client so they need to be happy, friendly, and knowledgeable. Being engaged when at work means they will enjoy helping the customer and this translates into great CX. If our team are not engaged and are just watching the clock, waiting for their shift to end, then that will come across to the customer.
First then, what are the key challenges to creating a great agent experience? Here are a few of the key ones:
There are the main challenges. Every individual has their own drivers and the reason people go to work is not just to be paid. Most people want to be challenged, to feel they are learning, and to feel useful - to contribute something. If a company is not offering this then the employee will almost certainly feel disengaged, even if they are satisfied with their salary.
We address these basic challenges for agent experience in several distinct ways:
This is just a brief summary of some of the main challenges managers face when trying to improve agent experience. I indicated a few of the approaches that can be used to improve AX and I will elaborate more in my next article, where I plan to explore specific levers that be used.
Peter Tetlow, Head of Solutions and Bid Management