There are many factors that influence a customer’s experience when they interact with a contact center agent, and most of them fall directly under the agent’s control. An agent’s attitude, knowledge of the product or service, their conveyed understanding of the customer’s issue, and their ability to respond to and resolve the customers’ inquiries during the first interaction are four significant elements that contribute to the overall customer experience, and are a direct result of the agent’s performance.
Read our full article – How Agent Performance Influences the Customer Experience – at http://www.business2community.com/customer-experience/how-agent-performance-influences-the-customer-experience-0490604#mEk4hWuEV6DVO06v.99
Then, to learn more about how speech analytics will help you monitor the customer experience while your agents are on the phone, and help you train agents better in order to deliver a better experience to your customers, and more, contact us for a free online demo.
