Empowering agents is widely talked about as an essential way to improve contact centers. But, we need to do more than just talk about it. Managers are bogged down doing administrative work for more than half of their week. They have performance metrics and information that skims the surface but doesn’t provide real insight into the inner-workings of the contact center, agent experience, and customer experience. To improve agent retention and FINALLY get those stalled CSAT scores above the 70s, managers have to carve out time for coaching.
Join us on Thursday, Oct. 18 at 1 p.m. EST for a CRMXchange roundtable discussing trends to optimize customer service. We’re sharing actionable ways managers can get real about coaching and do something about agent empowerment by coaching more frequently with omni-channel tools, using deep data to inform their training, and choosing measurements that focus on agent experience.
Here’s what you’ll learn when you attend:
- Practical ways contact center leaders can coach better with help from AI and bots.
- How omni-channel analytics can deliver insights to help improve your customer experience.
- How deep data and access to powerful analytics can improve your coaching.
- Why frequent coaching is SO important, and how to make it happen.
- How to use the right measurements and look at your agents’ holistic well-being.
When you use your analytics, omni-channel tools, and the right metrics to get real about coaching, you empower your agents to make decisions for the benefit of your customers and your company.
Actionable data and omni-channel tools give you the insights and measurements you need to stay consistently updated on your agents’ performance and well-being. Then, you can use those insights to coach better AND more frequently. That’s when your agents will excel and make your customers happy. (Sayonara, stuck CSAT scores!)
Don’t miss this virtual event! Join the conversation from wherever you are, then spring into action to optimize customer service in your contact center.