HR GENIUS BLOG
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Remember agents are the frontline guys, they know the customer service process and procedures connected to it “inside-out”, and they do know when something simply needs fixing.
If the process is broken for both, the contact centre agent and the customers it turns the whole customer experience into one giant train wreck, not to mention frustrates your staff even further.
Encourage agents to brain-storm ideas, potential solutions or even modifications to the customer service process that will streamline and fix the “broken” parts.
A simple yet effective way to increase customer satisfaction!