Successful Agents Yield Happy Customers

It's been shown time and time again that happy agents lead to happy customers, and happy customers lead to increased loyalty and customer lifetime value. As the customer experience is the new battleground for companies, agent experience is just as important to a company's overall success. So what does it take to create a great agent experience?

In this episode, Amelia is joined by Blair Pleasant, President & Principal Analyst at COMMfusion. Blair will share her expertise about why agent experience is essential to a company's overall success, what motivates agents to deliver their best, and what organizations can do to improve employee experience and engagement.

Blair Pleasant is an independent industry analyst with over 20 years of experience, providing market insights and analysis on business communications markets and technologies for end-user and vendor clients. At COMMfusion, Blair provides insights, analysis, and consulting services to help the vendor and end-user clients develop ongoing strategies and tactics in the evolving business communications arena.

Enjoy!

In this Episode

01:05 - Why agent experience is important to a company's overall success

02:23 - The benefits of agent empowerment in the workplace

04:20 - What motivates agents to deliver their best

06:31 - How coaching can improve the agent experience

07:31 - The role of gamification in empowering agents

10:43 - How to quantify employee experience benefits

12:00 - What organizations can do to improve employee experience and engagement

Favorite Quotes

01:17 - "You can't have a good customer experience if agents are bored, unhappy, and dissatisfied with their jobs, and the agent experience directly impacts the customer experience." - Blair Pleasant

02:06 - "As it relates to the contact center and customer experience, engaged employees build stronger relationships with customers and that helps their company increase sales and customer retention. So really by focusing on the agent experience, it's good for the agent, good for the customer, and good for the organization." - Blair Pleasant

03:07 - "By empowering agents, they have the autonomy and the motivation to do what's right to solve the customer's issue as effectively as they can." - Blair Pleasant

11:00 - "As it relates to contact center and customer experience, it has been proven that engaged agents can build stronger relationships with customers. It helps increase sales and revenues and customer satisfaction and loyalty." - Blair Pleasant

11:13 - "From a revenue perspective, engaged agents are more likely to have longer and better customer interactions and find more upselling and cross-selling opportunities." - Blair Pleasant

Engage with Blair Pleasant
LinkedIn
Twitter
COMMfusion
BC Strategies

Visit NICE
Website - www.nice.com
Facebook - https://www.facebook.com/OfficialNICELtd/
YouTube - https://www.youtube.com/c/NICESystems
Twitter - https://twitter.com/NICE_CX
Linkedin - https://www.linkedin.com/company/nice-systems/posts/?feedView=all

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