Challenges Facing Today’s Customer Service Leaders
As a customer service leader, you are focused on maintaining motivated, engaged staff while keeping costs in check by running an efficient ship. Although that feels like a delicate balancing act, the right technology can address both issues.
Your job as a customer service leader can sometimes leave you feeling like you’re serving two masters. Your top priorities are retaining quality contact center agents and store associates while controlling costs, and making progress in one area can seem to cause setbacks in the other. It’s understandable—if cost-cutting isn’t done thoughtfully, just a rumor about it can damage employee morale. So you work hard to find the right balance that will keep your department running smoothly and ensure you’re hitting your numbers.
Keeping top employees happy and engaged
Creating a positive employee experience is one of the most important parts of your job. Qualified, successful customer service representatives can be hard to find, and once you have them, you do everything in your power to keep them—not just to avoid turnover costs, but because you recognize that happy and engaged service reps increase customer satisfaction.
In a recent survey, 71% of contact center directors cited system and tool inefficiencies as the top cause of their employees’ workplace related stress. Thankfully, technology can eliminate those inefficiencies to let agents focus on the customer, not the software, which frees them up to do what they love—helping people. A CRM system that allows agents to work across channels in a single, intuitive interface keeps frustrations low and job satisfaction high.
Maximizing efficiency without sacrificing effectiveness
Varying by industry, the average agent needs two to eight weeks of training to reach 50% productivity. Of course training is important, but what if you could reduce the time it takes and increase productivity at the same time? It’s easier than you might think, as long as agents have the right tools:
Even more service efficiency can be gained from implementing customer self-service, deflecting calls and emails. Today’s consumers actually prefer to find their own answers; calling or emailing Customer Service is a last resort. Adding self-service functionality to your website and mobile app can deflect 15% of phone calls and emails from your contact center (and that’s a conservative estimate). With self-service handling the most repetitive customer questions, your agents are freed up to handle more complex cases with the care and attention they need.Another time-intensive task with room for optimization is reviewing cases for accuracy. Most contact centers manually spot check only about 5% of their CRM data. They review cases one-by-one, which means they’re fixing the same mistakes over and over again and missing actionable trends.
Does that sound familiar? Chances are you either feel like you spend too much time each day checking verbatims, or you have a nagging worry that you’re not checking them thoroughly enough. You’re taking time away from other responsibilities, or you’re passing along data that you’re not completely comfortable with. Smart systems can do these checks for you—on all of your data—giving you peace of mind and time back in your day.
Finding the right technology
Those two responsibilities—creating an effective agent experience and maximizing efficiency—might seem to be at odds with each other. But when you look closely, you can see a common thread: technology. The same tools that can deflect contacts, decrease talk time and improve FCR can also improve employee morale. After all, agents want to help customers as quickly and thoroughly as possible too. When they get frustrated, it’s usually because technology is making their job more difficult.
What that means is that customer service leaders like you can have the biggest impact if they focus on finding the right technology that solves their top problems: lengthy trainings, manual QA, long call times, low FCR, and unhappy agents.
Where Astute Fits In
Using Astute Agent CRM, contact center agents can resolve customer issues more quickly and effectively than ever before. The software shortens training time, shows a unified customer view, and provides everything agents need to improve loyalty in a single, integrated interface.