Friday, December 3, 2021

Empowering Support Agent Experience

 To build a very highly effective, Customer Support Department. Leaders should always put their team in the best position to succeed.  Leaders will always give their team the tools to be successful.

 




3 Important action points which leaders can take to optimize Agent Experience:

 

1)      Giving 360% visibility over the customers: Customers interact with the brand on a regular basis via multiple channels like phone, email, chat & social media etc. Support Leaders should bring all these interactions into a single tool so that support agents working in the different channels can have access to all the cases directly from one main tool. (Example: Let's say you have a case coming to Facebook and it was answered by your Facebook Support team and now the same customer is coming back via Email, now in this case scenario if you don’t have one single tool to track all these interactions it will become difficult for the Agent to understand the past interactions he/she had with Facebook, so support agent might end up asking more questions which will impact customer experience. Imagine if the agent is able to see the Facebook interaction in the same tool can immediately address customer questions where it was left and would make the customer happy.

 

2)      Giving Agent the training to handle support in all channels: Support Leaders should always ensure that all the Agents are trained on multiple support channels. For example, if you are hiring a support agent you must ensure that he has the skill set to handle Chat, Email, Phone & Social media cases because in this case you have the opportunity to switch the agent between channels as per customer demand and this will always help you meet the customer expectation across channels.

 

3)      Prepare for remote work scenarios to continue: Support Leaders should also ensure that all the Agents working in the department must be trained on how to handle support cases from home. All the best practices which should be followed from Work from Home should be trained on a regular basis so that whenever there is a demand to work from Home Agent are well equipped to manage it. Support Leaders should also implement all important technologies like could based applications to collaborate with Agents, implement cloud based service management system so that support agents can login from any where.

 f you need assistance to build a Customer Support Experience team kindly email us at tcsstraining@gmail.com our expert consultant will guide you.



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