Every customer service agent has their strengths and weaknesses and even the best can become bored at times of low call volume.
Boredom results in demotivation that can translate into imperfect customer service. It's a spiral.
Customers tell you what's right or wrong with your service but the chances are you were only aware of a fraction of what they thought - until you deployed Datapoint Speech Analytics.
Datapoint's Agent Optimisation solution enables you to make use of 100% of what your customers tell you and what you have learned about agent performance from Speech Analytics to create tailored agent training programs that:
- Ensure agents are fully trained in the products, services and issues that are concerning your customers
- Address the express needs of particular agents
- Enable you to make valuable use of agent downtime and slack periods to ensure agent knowledge and capability
- Keep your agents engaged and motivated