For many contact center leaders, the notion of success is measured by one standard—the bottom line. While finding opportunities to charge for premium customer service or cutting costs will certainly satisfy the criteria of upper management and stakeholders, the truth is that measuring success in terms of profits alone is myopic. A business can have an excellent quarter for a variety of reasons, giving executives all the confidence in the world. But if the organization is not set up for long-term success, profitability can evaporate quickly.
In order to develop an environment built for long-term success, contact center leaders would be well-advised to take advantage of contact center software that empowers agents to become more satisfied with their jobs and optimize efficiency—in turn enabling them to provide superior customer support.
According to a recent survey of contact center leaders conducted by Aspect and Pelorus, only 1 in 6 contact center managers believe that customer service agents are satisfied in their jobs. At the same time, 87 percent of respondents believed that integrating software with a better user interface would improve agent productivity. 74 percent believed it would improve agent morale.
By providing agents the tools to become more satisfied and productive simultaneously, contact center managers won’t have to devote so much of their time and resources to fighting low retention rates, rehiring and retraining new employees. Agents will be compelled to continue their employment and as a result, learn how to provide better service.
The end result is a contact center staffed with hard-working agents that are boosting their organization’s brand image every time he or she resolves a customer inquiry. The bottom line is important, but not necessarily a measure of future success. Bolstering your organization’s reputation among personnel and customers alike is just as important.
Learn more about the innovative contact center tools that can set up your organization for long-term success.
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