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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


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


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


cite stress and burnout as their reason to leave

What Your Call Center Agents Rant About on Social Media

and the 7 Surprising CX Insights They Reveal

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.

How Contact Center Managers See Their Agents

Meet customers halfway, often placating them with discounts or refunds

Focus on winning and/or outperforming their peers

Enjoy problem solving; work to understand customer behavior and offer sympathy

Hard Workers
Closely follow rules, procedures and deadlines

Rethink processes and seek new ways to improve productivity

Remain upbeat and optimistic even under pressure

Controllers (Tracy)
Enjoy demonstrating expertise and leading customer interactions

How Customers Think About the Agents They Talk To

Have nothing better to do than waste customers’ time

Confusing Communicators
Struggle with customer concerns; are often difficult to understand

Enjoy inconveniencing and/or arguing with customers

Human Punching Bags
Exist solely to absorb verbal abuse from upset customers

Personal Shoppers
Are expected to wait hand and foot on customers who demand a curated experience

Act as sounding boards for deeper problems beyond the initial interaction

How Agents Think About the Customers They Talk To

Kind Commoners
Call in with easy/general inquiries; are usually friendly and considerate

The Hook-Line-And-Sinkers
Seek resolution for forgotten or unauthorized account activity

Two-Faced Types
Start out friendly but turn ugly when things don’t go smoothly

Are determined to go “up the chain” until they get the answer they want

Dispute Gods
Use account disputes to “game the system” for provisional credit

Tech Experts
Can usually resolve their own concerns with minor assistance

Listen well and offer empathy and understanding

The Lost One

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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