In these extraordinary times when many of us have had to transition our customer service agents to work at home, it is more important than ever that all agents understand their individual contribution to servicing customers. And that they understand how much they are appreciated.
This video shows the impact each person makes on service level, occupancy and average speed of answer. Using actual data, the video makes it clear that every agent matters to both customers and their co-workers. I hope you’ll find it helpful to pass this along to your agents.
This video is from the course Customer Service: Working in a Customer Contact Center.
The power of one from Customer Service: Working in a Customer Contact Center by Brad Cleveland