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January 2012, Vol. 1, Issue 2

Technology-empowered agents create a positive customer experience

In the contact center, your customer service agents are your most important asset -- it’s the agents who represent the company when a customer makes contact. The care and handling of agents isn’t always an easy task, but investing in proper care and feeding of these front-line employees will help them provide a superior customer experience, according to experts in the field. While there is no single set of guidelines that will work for all businesses, industry pundits agree that providing a good tool set, offering education and training and giving agents leeway to use their own judgment will empower them to meet customer experience management (CEM) demands. Give agents the right CEM technology and tools A typical contact center agent might use 20 or more disconnected applications. This creates a problem for agents when they have duplicate records or incorrect customer information to sort through when communicating with customers. Companies should look at the agent’s CEM technology tool set and make sure it is usable -- meaning ...

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