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The overall success of any company is driven by the customer experience (CX) it provides. And the contact center remains at the heart of it.
A contact center’s performance can reveal a business’ weaknesses or opportunities that affect how it stacks up to the competition. And the foundation of a truly great contact center are the CX employees.
As employee expectations rise and the competition for talent continues to increase, agent experience is more important than ever for driving next-generation customer experience.
Contact center agent retention is critical to achieving strong operational advantages and customer satisfaction yet remains a weakness for many. The key to reducing turnover is to zero in on some of the causes. Agents leave contact center jobs or the industry as a whole, for many reasons including:
Underlying each of these challenges is a common thread: Traditional contact center models aren’t keeping pace with today’s customer-centric business world and it’s ever-evolving interaction channels. Experience transformation needs a strategy.
Getting a holistic understanding of experience — from how data is managed, the tools in use and not in use, where and how agents work, agent coaching and training programs, and performance monitoring — is central to improving CX strategy. Digital transformation alone isn’t enough. Putting the right insights into the hands of the right people — at the right time — is mission-critical.
To improve contact center agent retention, consider taking the following steps.
When companies build an internal culture that values employee experience as part of customer experience and empowers them with the right tech tools, it becomes the backbone of a high-performing contact center that not only retains great agents, but also delivers transformative customer experiences.
One SuccessKPI customer, a global hospitality company with 24 contact centers in 12 countries and nearly 10,000 customer center agents, recognized a critical opportunity to optimize what it saw as the key to a loyal customer base: the contact center. In addition to rapid global growth that added to the cost of operations, approximately 7% of customer voice interactions resulted in consult calls to an internal help desk of approximately 400 agents — a number well above industry standards.
The company seized the opportunity to reduce contact volume and handle time reduction by replacing its on-premises stack with the cloud-native insight and action platform to equip the global team. By using intent data captured through SuccessKPI, the hospitality company automated agent coaching and prioritized business-level opportunities.
This resulted in a reduction of assist call volume by 30% to industry standard, an increase in FCR and agent satisfaction, and an annual savings of over $2 million to the organization.
To learn how the SuccessKPI all-in-one insight and action platform can help you improve your agent experience and build a stronger organization from the ground up, visit the SuccessKPI listing in the Genesys AppFoundry® Marketplace.
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