What is agent experience?

You might have noticed the trend already, when talking about agent experience we will often focus on agent effortless experience and how to make their journey in each interaction as easy as possible. One of the things we can implement to do that is automation. With automation your agents will spend less time performing admin tasks and more time focusing on what actually matters for their job. 

Automation also helps with training. If your agents don’t have to learn the ins and outs of multiple systems they can be trained in a fraction of the time, or they can spend more time learning skills that will help them during the interactions themselves.

Implementing a good FAQ and chatbots can make your agent experience a dream. They serve as a sort of sieve, filtering out queries that are too simple and mundane for your agents to concern themselves with. That makes them more available to do actual complex work. Removing the frustration of constantly answering the same questions and solving 30 second problems all day is a great morale boost for employees. Everybody likes feeling useful and like they’re doing something important.

The easiest and best way we as humans learn is through game and play. Gamification is a process in which we take the mundane and make it fun and accessible by implementing game mechanics. This process raises agent satisfaction with things that would otherwise prove as a detriment to that score. The main goal is to create interactivity to raise engagement, and to promote collaboration. 

By using solutions like our custom performance management tool you can increase and improve communication to your employees about their performance. People require encouragement and feedback about their work in order to thrive. While constructive criticism is something everyone should accept, positive reinforcement is the thing that helps your employees thrive by focusing on what they do best, and what they excel at.

Our newest solution to improving agent experience is Automated Translation. With this AI-powered tool agents can communicate with anyone, anywhere, without the need to know the language. 

This helps agents take their mind off of translation and allows them to communicate with the customer in the same way they would with someone speaking their language. Communicating in such a natural way means that the agent focuses on what’s important to them and for helping the customer instead of thinking if they understood the customer or vice versa.

Automated Translation also eliminates the parts of the day where the agent is bored waiting for the next call or chat. Allowing your agents to speak any language means that they can be more productive by helping other centers around the world. For the agent on the other end of that bargain that means taking the stress off of their back during peak surges. The peaks and valleys of activity are flattened creating a smoother and easier experience for the agent. Both of these things create a happier and more active agent.