Boosting Customer Satisfaction by Enhancing Agent Experience: Strategies and Insights for Contact Centers

In our last blog, we looked at the customer experience, specifically the behind-the-curtains/invisible-to-the-customer forecasting, scheduling and quality management tools that directly impact the quality of the customer experience a contact center can deliver. This blog, however, focuses on the front line of customer experience delivery - the contact center agent.  We’re spotlighting the contact center agent experience. What makes for a satisfied, effective agent, and what can call center leadership do to attract and retain the best?

Contact centers have never handled a greater volume of customer interactions. In fact, they are projected to handle over 90 billion calls annually by 2025. Eleveo customers alone record over 50 million customer/agent voice minutes per day. 

Contact center agents are pivotal in shaping customer satisfaction with each of these interactions. Their experience is largely shaped by the Workforce Management software tools their contact center utilizes. Those tools influence the processes and workflows agents must follow, significantly impacting both the agents' performance and customer satisfaction. By improving agent experience, businesses can foster a more productive workplace and a highly motivated workforce, leading to better customer service and satisfaction.

Understanding Agent Experience

Agent experience refers to the overall journey and satisfaction of contact center agents in their workplace. The quality of the agent experience is not something contact center thought leaders overlook, certainly, but if you Google ‘measures of contact center success’ or ‘important call center metrics and KPI’ you’ll typically not find ‘agent experience’ or anything related to it listed in anybody’s Top 10.

That’s ironic, given how central call center agents are to affecting every other measure on those lists, from Service Level and Net Promoter Score to Cost per Call and everything in between. You’d be hard pressed to find ANY measure of contact center performance that isn’t impacted by the agents, directly or indirectly.

It’s obviously in the contact center organization’s best interest to attract and retain the highest quality agents possible, so what can contact centers do to deliver a positive contact center agent experience? A variety of factors have to be considered, including the Workforce Management software tools they use, the processes and workflows they follow and the cultural initiatives affecting them on a more human level – things like the degree of workplace autonomy, agent compensation and work-life balance. The end-goal is high contact center agent morale, because satisfied agents deliver a better customer experience.

AI-Driven tools and technology shape contact center agent experience

Contact center agents equipped with intuitive software and comprehensive training are more likely to deliver superior customer service. Advanced tools such as AI-driven analytics and automated workflows can help agents manage customer interactions more efficiently, reducing stress and increasing job satisfaction.

AI and automation are playing bigger roles in developing accurate forecasts and optimizing agent schedules - both are critical to the agent experience. As an example, we use a metric called Agent Occupancy to determine how busy your agents are during their shifts. Are they burned out because they’re hopping from one call to the next with no time in between? Or are they bored because too many agents are working too few calls? Both circumstances are symptoms of poor forecasting and scheduling.

Are agents experiencing ‘whiplash’ because of work schedules that don’t consider shift times and tempos; for instance, a schedule where an agent is expected to work from 6:00 am - 3:pm one day, noon - 9:00 pm the next, and 7:00 am-4:00 pm the day after? Again, whiplash can have a significant impact on contact center agent experience and job satisfaction, especially over the long term.

An AI-powered scheduling tool can automate the creation of schedules that account for things like work hours and shift durations, breaks, vacations, sick days, channel assignments and forecasts. The tool can test thousands of data permutations every second until it finds the best possible schedule for the contact center AND the agent.

Well-defined and easy-to-follow workflows also contribute to a positive agent experience. When agents have clear guidelines and support systems, they can effectively handle customer inquiries, leading to higher customer satisfaction.

Well-being initiatives, including mental health support, regular feedback sessions, and career development opportunities, are crucial for maintaining high agent satisfaction levels. When agents feel valued and supported, they are motivated to go the extra mile for customers, leading to improved service quality and customer satisfaction.

By investing in these areas, contact centers can ensure their agents are well-equipped, motivated, and ready to deliver exceptional customer service, ultimately driving better business outcomes.

The Importance of Agent Experience

Investing in agent experience is not just about keeping employees happy; it's about ensuring the success of the entire contact center. Studies have shown that contact centers delivering a poor agent experience suffer from high turnover rates, sub-par agent performance, and, as a result, lower customer satisfaction.

Poor agent experience often manifests in high stress levels, burnout, and undervaluation among agents. These issues can lead to increased absenteeism and turnover, which disrupts the continuity and quality of customer service. High turnover rates also mean additional costs for recruiting and training new agents, further straining the contact center's resources.

On the other hand, a well-designed agent experience strategy can significantly enhance agent performance and satisfaction. A supportive environment that prioritizes agent well-being translates into more engaged and effective agents, reducing absenteeism and turnover. Engaged agents are likelier to stay with the company, develop deeper expertise, and deliver higher-quality customer service.

Industry reports indicate that contact centers with high agent satisfaction rates often see a significant improvement in customer interactions. For example, a study by Gallup found that companies with highly engaged employees outperform their competitors by 147% in earnings per share. This underscores the direct correlation between agent satisfaction and overall business performance.

Furthermore, happy and satisfied agents are more likely to provide a positive customer experience, increasing customer satisfaction and brand loyalty. They are better equipped to handle customer inquiries efficiently, resolve issues promptly, and create a positive impression of the company. By improving agent experience, contact centers can foster a more productive workforce better equipped to handle customer inquiries and issues.

In conclusion, prioritizing agent experience is crucial for contact centers aiming to enhance customer satisfaction and achieve long-term success. By addressing the factors contributing to a positive agent experience, contact centers can create an environment where agents thrive, resulting in better customer service and improved business outcomes.

Challenges in Modern Contact Centers

Modern contact centers face many challenges that can significantly impact agent experience. The shift to remote work, increased customer engagement across multiple channels, and rapid technological changes have all added complexity to the agent's role.

Remote work, while offering flexibility and convenience, also brings its own set of challenges. Agents working from home may experience feelings of isolation, making it harder to maintain team cohesion and effective communication. Lack of face-to-face interaction can lead to misunderstandings and slower problem resolution, ultimately affecting the quality of customer service.

Increased customer engagement across various digital channels, such as social media, live chat, and email, has also added pressure on contact center agents. Handling multiple channels requires agents to be versatile and quick-thinking, often juggling several tasks simultaneously. If not managed properly, this can lead to increased stress levels and burnout.

Technological advancements, while beneficial, can also be overwhelming for agents. The constant influx of new tools and software necessitates ongoing training and adaptation. Without adequate support and training, agents may struggle to keep up with these changes, leading to frustration and decreased job satisfaction.

Additionally, the rise of complex customer issues and higher expectations for immediate resolutions add to the challenges. Agents are expected to provide quick, accurate, and empathetic responses, which can be demanding, especially under high call volumes and tight performance metrics.

These challenges highlight the importance of a comprehensive approach to improving agent experience. By addressing the issues of remote work, multi-channel engagement, technological adaptation, and the complexity of customer interactions, contact centers can create a more supportive and efficient work environment for their agents.

Strategies to Improve Agent Experience

Improving agent experience requires a multifaceted approach that addresses tools, collaboration, and work environment.

Providing the Right Tools and Technology

Equipping agents with the right tools and technology is paramount. In the financial services sector, for example, agents need access to secure, reliable systems that streamline their tasks and enable them to handle sensitive information efficiently. Eleveo’s solutions provide contact center agents with advanced tools that enhance their ability to serve customers effectively, reducing frustration and increasing productivity.

Advanced tools such as CRM systems, AI-driven analytics, and automated workflows can significantly improve the efficiency and effectiveness of contact center agents. These tools help agents manage customer interactions more smoothly, allowing agents to access customer information quickly, track previous interactions, and provide personalized service. Additionally, AI-powered analytics can offer real-time insights and recommendations, enabling agents to promptly make informed decisions and resolve customer issues.

By providing agents with intuitive and user-friendly technology, contact centers can reduce the time agents spend on administrative tasks, allowing them to focus more on engaging with customers. This enhances agent satisfaction and leads to better customer experiences, as agents can respond to inquiries more quickly and accurately.

Enhancing Agent Collaboration

Improving agent collaboration is crucial, especially in remote settings. Tools that facilitate seamless communication and teamwork can significantly enhance the agent experience. Platforms that support real-time collaboration and information sharing enable center agents to assist each other, leading to more consistent and high-quality customer service.

Collaboration tools such as instant messaging, video conferencing, and shared document platforms enable agents to communicate effectively and work together on complex customer issues. These tools help bridge the gap created by remote work, ensuring that agents can easily reach out to their colleagues for support, share knowledge, and collaborate on best practices. This fosters a sense of community and teamwork, which is essential for maintaining high morale and job satisfaction among remote agents.

Furthermore, fostering a culture of collaboration and knowledge sharing within the contact center can lead to more innovative solutions and improved service quality. Regular team meetings, brainstorming sessions, and training workshops can help agents stay connected, share insights, and continuously improve their skills and performance.

Fostering a Supportive Work Environment

A supportive work environment is essential for agent satisfaction and performance. This includes recognizing agent contributions, offering growth opportunities, and fostering an inclusive culture. When agents feel valued and supported, their morale and performance improve, positively impacting customer interactions.

Creating a supportive work environment involves providing regular feedback and recognition for agents' hard work and achievements. Acknowledging their efforts and celebrating successes can boost their confidence and motivation. Additionally, offering career development opportunities, such as training programs, mentorship, and clear advancement paths, can help agents feel more engaged and invested in their roles.

Fostering an inclusive and diverse workplace culture is also crucial for agent satisfaction. Ensuring all agents feel respected, valued, and included can increase job satisfaction and loyalty. Implementing well-being initiatives, such as mental health support, flexible work schedules, and wellness programs, can enhance the agent experience.

Improving agent experience is a continuous investment that substantially benefits contact centers. Contact centers can enhance agent and customer satisfaction by focusing on the right tools, fostering collaboration, and creating a supportive environment. Investing in agent experience is beneficial and essential for achieving long-term customer satisfaction and business success.

Eleveo’s suite of Workforce Optimization Tools – from Workforce Management to Quality Management - are designed to help contact centers and their agents achieve their goals, all in the interest of delivering exceptional service to your customers.