How to ensure that your agents are being productive throughout their shifts?
productive throughout
As a business owner or manager, it is important to ensure that your agents are being productive throughout their shifts. Productivity not only helps to increase revenue, but it also helps to improve employee morale and job satisfaction. However, it can be difficult to monitor and measure agent productivity in a customer service environment. Here are some tips on how to ensure that your agents are being productive throughout their shifts.
- Set clear expectations: The first step in ensuring productivity is to set clear goals and expectations for your agents. This includes setting targets for the number of calls or customer interactions that they should handle each day, as well as setting performance metrics such as average call length or first call resolution rate. Having clear goals and expectations helps to keep agents focused and motivated to meet or exceed them.
- Use technology to automate repetitive tasks: Using technology to automate repetitive tasks can help to free up agents’ time and increase productivity. This can include using automation tools such as chatbots or virtual assistants to handle common customer service inquiries or using software to streamline data entry or other tasks. In fact, research shows that hiring a virtual assistant can cut operating costs by 78%.
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- Monitor performance: Monitoring and measuring performance is crucial to ensuring productivity. This includes using software or systems to track the number of calls or customer interactions that agents handle, as well as tracking key performance metrics such as average call length or first call resolution rate. This data can then be used to identify areas where agents are excelling and areas where they may need improvement.
- Provide support and training: Another important step in ensuring productivity is to provide regular training for your agents. This includes training on new products or services, as well as on customer service skills such as active listening and problem-solving. Additionally, regular training can help to identify areas where agents need improvement and provide them with feedback and guidance on how to improve.
- Encourage breaks: Encouraging regular breaks and self-care is essential to ensuring productivity. This includes providing regular breaks throughout the day, as well as promoting healthy habits such as exercise and proper nutrition. Regular breaks and self-care can help to reduce agent burnout and improve overall well-being, which in turn can help to increase productivity.
- Foster a positive work environment: A positive work environment can help boost morale and increase productivity. Encourage open communication, recognize and reward good performance, and address any issues or concerns your agents may have.
By implementing these strategies, you can help to increase productivity, improve employee morale and job satisfaction, and ultimately drive revenue for your business. Remember to be consistent, patient, and supportive when implementing these strategies and you’ll see positive results in the long run.
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With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.
With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.