To the outside observer, advancements in modern technology have diminished the importance of contact agents. The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people.
Those who work in the contact centre understand a very different truth: engaged, experienced contact centre agents are more important than ever, and their increased value is due in large part to this new technology.
As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels.
While these mediums are adept at handling routine questions, they are poor substitutes for the customer whose question is overly complex or for the customer who is feeling a heightened level of frustration. These are cases only a contact centre agent can handle, and the more experienced the agent, the better.
Retaining talented knowledge workers is more important than ever before. Doing so requires agents to feel engaged with their place of work. Companies can support agent retention by employing the following workforce engagement strategies: