Why are agents key to the future of customer service?

The optimizations of customer service and customer experience are crucial for the smooth running of business. Therefore, more and more organizations are becoming aware of this and integrate this aspect into their strategic guidelines. But why are agents key to the future of customer service?

Customer Contact Week Digital has recently published an interesting report entitled “The future of CX employees” in which the future of customer service agents is presented based on a simple premise: “happy agents = happy customers”.

Why are agents key to the future of customer service?

In the first place, the maxim is that, if customer satisfaction is a final objective, the satisfaction of the agent should be an essential priority for the companies given that it is the agents who execute the customer’s experience strategy; they represent the brand and, ultimately, it is their behavior that will drive customer satisfaction with greater force.

When CX employees are satisfied with their working lives and feel passion and conviction for the brand they represent, they are much more likely to provide an exceptional customer experience; his enthusiasm will be reflected in his attitude and behavior, and his commitment will be visible in the performance of his tasks and functions. In short, the “happy agents” will offer better results for the clients and the clients will be more satisfied in their interaction with the company, increasing their loyalty and obtaining an improvement of the business.

On the other hand, the affirmation of the beginning of the article: “happy agents = happy customers” also reveals that agents are more valuable for companies not when they act from the knowledge of the company, but when they connect with customers. The agents represent the human face of the business, the opportunity for the company to transform itself from an anonymous entity that processes impersonal transactions acquiring a unique human identity that helps generate and sustain unique and legitimate relationships with customers.

Customer participation is changing: are your agents ready?

Customers want quick, personalized responses, and companies that can combine technology to make the customer experience faster and easier with that human touch are the ones that will win. Therefore, technology can (and should) increase the human element of the customer experience.

Companies should improve self-service platforms and implement systems to automate the tasks of the customer service center, but they should also ensure that agents could play their role in this new scenario. They must have the ability to connect with clients while solving their unique, unpredictable and complex challenges. Thus, technologies such as IVR eliminate the role of agents in the handling of simple and routine tasks.

The report “The Future of CX Employees” reveals how the changing market modifies the role of the agent within the contact center. The right training, the right training, the right motivation, the right environment and the right agents’ participation strategies will prepare them for a future in which they can do what they are supposed to do: participate meaningfully with clients.