If you run an online business, contact centre agents are your front line fixers and ambassadors, not only resolving customer problems as they occur but also representing and embodying the brand. It’s vital, therefore, that they do their job effectively. A poor performance by your agents will not only hit sales or customer satisfaction rates in the short term, it will also undermine the brand over time.
So how do you ensure that your customer service agents are performing to the best of their ability? Indeed how do you make sure that today’s good performance is even better tomorrow and continues to improve?
One way forward is to make it as easy as possible for sales and service agents to not only meet but exceed the expectations of the paying customer while also encouraging staff to continually raise their game. Continue reading