LAS VEGAS — Happy agents can help create better customer service outcomes, especially when it comes to introducing new technology to the contact center.
A happy frontline team can smooth over rollouts and help leaders perfect new experiences, call center leaders said during Customer Contact Week 2024 in Las Vegas Wednesday.
Agents should be involved with new technology from the start, according to Pete Wheelhouse, senior business architect and VP at PNC. Early adopters on the frontlines can serve as “change champions” who evangelize new technology or uncover problems before they impact customer service.
"You can have the best technology in the world, and if the adoption sucks or the execution sucks, it doesn't matter," Wheelhouse said. "Nothing else will matter at all."
Frontline managers need to feel engaged as well, according to Wheelhouse. If agents are excited about new technology, but their direct manager doesn’t share that enthusiasm, that can impede execution. The entire frontline team needs to buy in.
Engaged workers are also more likely to contribute helpful feedback that helps leaders continuously refine processes and technology, according to Brian Cantor, principal analyst and director of CCW Digital.
“Buy-in is key because, obviously, bought-in agents are better at wanting to talk to your customers, but bought-in agents are also curious," Cantor said. "They will tell you what's working with the tech, what customers are asking for, what they're not getting."
New hires also benefit from a strong sense of engagement and empowerment. Processes that reduce the time to serve customers improve customer and employee experiences alike, helping new hires get over the initial hump of a new job as well.
The right technology makes those workers feel comfortable during their early time on the job, according to Josh Bulgin, SVP of CX technologies and transformation at Concentrix. If a worker can feel comfortable during their first month, they’re more likely to stay for the long term.
“How do you delight the agent, the game changer, and give them the information they need?” Bulgin asked. “Not in six screens but in one screen.”
