According to the Five9 Customer Service Index 2021, “regardless of age, just over half (51%) of respondents prefer to interact with a company over the phone when contacting a business for general customer service issues.”
How can you help your agents become “super-agents”? There are lots of ways we can assist your agents so they can be their best. From implementing helpful applications to good old-fashioned coaching. However, a great place to start is connecting your agents with the treasure trove of customer information in your CRM.
We created a simple gamification cycle to evaluate the gamification strategies you currently have in place and show you how to implement new ones. This way, your contact center constantly evolves to create the highest level of agent engagement and performance.
With more than half of Americans planning to search for a new job over the next 12 months, many employers are looking for ways to keep their workers engaged. Most of us have adjusted to a remote or a hybrid work style, but now it’s time for companies to rethink what that experience is like. They’ll need to re-evaluate – not just from a technology and environment standpoint but from a leadership, change management, and career-growth perspective as well.
Now that agents are working remotely, it can be more challenging to know if they’re getting the coaching they need to be successful. Let’s look at how Five9 has integrated WFO into these core applications to reduce agent stress and streamline operations.