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Results tagged “Customer service agents”

Infographic: What Customers Expect from Agents

Companies today aren't just paying attention to their customer's overall satisfaction levels. To better identify the roadblocks to excellent customer service, companies are closely examining exactly what about the experience is bothering customer,especially when it comes to customer-agent interaction


Customer Service: The Catch in Catch 22

The role of your contact center agent is more than what meets the eye

Catch 22 was never so appropriate an expression than to describe the predicament of the agent at a contact center. The agent usually bears the brunt of the customer's fury and is perceived as the voice of the enterprise by the customer. She/he also has to adhere to a significant business fine print.

The role of the agent is essential to deliver a stellar customer experience and retain business. But is she/he empowered and enhanced to do so at the contact center? To answer this question, we'll have to ask a few more.
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