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Your Call Center Is a Glass House

call center heroesYou’re listening to your customers on social media—and taking steps to improve their experience—but what about your customer service employees? Online, they’re screaming. From toxic interactions to unrealistic expectations, unhappy agents have made a glass house out of call center life.

And the realities they’re exposing are too ugly to ignore.

customer experience heroesFor contact center and customer experience leaders, the stakes have never been higher. Faced with the growing challenges of training and retaining high-performing employees, customer operations leaders are often stuck between a rock and a hard place.

Help Is On The Way

call center opens all day all nightResolving the problem requires a deeper understanding of the situation, the challenges and the opportunities available. By listening closely to employees and rethinking existing systems and processes, call center leaders can easily and cost-effectively improve every aspect of call center life.

Did you know?

Customers are

10x

more likely to recommend a brand whose employees can answer their questions*



91%

of call center agents are likely to quit their jobs in 2021



41%

cite stress and burnout as their reason to leave

Understand the Cost of Employee Disengagement

and Begin Your Journey to Make Every Experience a Great Experience

Who's On The Line

From Empathizers To Human Punching Bags—Perceptions Run Wild

Customers, customer service employees and their managers often view each other in vastly disconnected ways. By uncovering the truth behind these perceptions, we can find ways to improve the experience and outcomes for everyone. After all, delivering a great customer experience starts with a good employee experience.

4 Phrases Agents Use to Describe Contact Centers

How You Can Help

3 Simple Steps That Make A Big Impact

Step 1: Don’t Look Away. Lean In. 

You listen to your customers on social media, but what about your customer service employees? Online, they’re screaming for help. Want to know how you can be part of the solution?

Step 2: Think Outside the Box

The majority of call center leaders believe they don’t have the budget for the increasingly rich and diverse set of systems and processes needed to run their dream contact center. However, you don’t need to wait for a bigger budget or easier-to-integrate system to elevate your employee and customer experiences. Through automation and AI, you can harmonize your existing platforms and processes to operate more efficiently and improve satisfaction scores.

Step 3: Keep Listening

We’re often trained to tune out employee rants and to take caricatures with a grain of salt. However, beneath this surface is a wellspring of actionable insights. By listening closely to agent pain points, frustrations and challenges, we can identify opportunities for improvement and make the call center and customer service world a better place.

* Source: forester
† Enghouse Interactive Agent Wellbeing Survey

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