How to turn your contact centre agents into CX heroes

If your brand is going to make a competitive advantage out of customer experience, it needs the right employees.

Research by the Institute of Customer Service has revealed that staff attitude and staff incompetence are rated the “most annoying or frustrating” service problem, while “people-related issues” account for a whopping 62% of all complaints.

So it is crucial that your company, and in particular your contact centre, is staffed by customer service heroes that are willing and able to go that extra mile to ensure client satisfaction, and can come to the aid of customers in their hour of need.

While it's crucial that service leaders recruit staff that possess the natural attributes suited to a support role - such as empathy, emotional intelligence and problem-solving abilities - they must also ensure that these qualities are accompanied by:

• The right training/skills
• The right supervision
• The right metrics
• The right incentives
• The right tools

The following paper examines the role of each of these factors, and how they can be addressed to ensure you provide the perfect platform to power up your service staff to meet their potential.

Every year, Genesys® orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to...

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