What Is The Best Way To Increase Agent Satisfaction? – In 140 Characters

We asked our Twitter panel “What is the best way to increase agent satisfaction?”

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Carolyn Blunt ‏@CarolynBlunt

Listen to your agents! What are their biggest bugbears? It could be rubbish systems, grubby headsets or lack of praise. Ask!

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PCMS Call Centre ‏@PCMSCallCentre

Regular 121s and feedback help. Also don’t shy away from agent satisfaction surveys, it’s important to know their opinion.

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Ultra Communications ‏@UltraComms

Whenever possible, give high achieving agents some time off from the phones to reward them for their hard work.

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ININ ‏

Making sure you reward your agents for performing well is a sure-fire way to increase agent satisfaction.

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NewVoiceMedia @NewVoiceMedia
Give your agents the tools they need to do a great job by ensuring you have the most up-to-date #cctr solution available.

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Dougie Cameron ‏@addzestDougie

Treat your agents with respect. Listen to them, act on their feedback and ask them to help shape the future of your contact centre.

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Hostcomm ‏@Hostcomm

Use metrics to identify where agents need training or support.

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EchoManagedServices ‏@Echo_MS

Training to prepare them well. Praise and recognition. The chance to learn and grow.

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EvaluAgent ‏@evaluagent

Provide the questions instead of the answers and encourage your agents to find the answer for themselves.

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Enghouse Interactive ‏@EnghouseInterac

Empower agents to solve complex interactions. Also measure outcomes – not time!

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EvaluAgent ‏@evaluagent

Talk to your agents! It boosts morale and builds stronger and more meaningful relationships.

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Simon ‏@simonjerob

Give them the tools that help them do their job properly #technology!

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JABRA UK&I ‏@JabraBusiness

Give them the right kit. Good quality headsets can make agents more efficient and also boost customer satisfaction.

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Magnetic North ‏@MN_Cloud

Ensure agents have the caller’s history at their fingertips – with all the information they need for a successful resolution.

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EvaluAgent ‏@evaluagent

Encourage peer support. When agents become recognised for their skills and knowledge, others can tap into this.

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ININ ‏

Build relationships with your agents and make sure they know you care about them – that’s how you increase agent satisfaction.

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Enghouse Interactive ‏@EnghouseInterac

Empower your agents to self-serve and you’ll see them change from menial task managers to customer service superheroes.

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Business Systems ‏@BSLHQ

Allow agents to be actively involved in the scheduling and planning of resources – e.g. shift swaps and holiday bookings.

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Magnetic North ‏@MN_Cloud

Listen to your agents. Set up forums where their input, ideas and feedback are recorded and acted upon accordingly.

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EvaluAgent ‏@evaluagent

Free up managers to spend time coaching and mentoring agents. This really should be their highest priority.

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Netcall ‏@Netcall

Make it easier for your agents by providing them with a single view of all customer data from multiple systems.

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Rostrvm Solutions ‏@rostrvm

Agents are the ears of your business and know all of your customer process problems. Listen to your agents and act.

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What do you think are the best ways to increase agent satisfaction?

Tweet your answers in 140 characters @callcentrehelp, or comment below.