Episode 172 – Building Agent Confidence

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 A free-form Friday episode. On Friday we go freestyle and talk about whatever we want. Because it’s Friday!

 

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Book of the Day: Exude Confidence at Work and in Your Daily Life – Kristy Ambrose

Agent Confidence

  • Why is it Important? 
    • Customers need reassurance that issues will be resolved
    • Insecurity comes through to the customer… even over digital channels
  • Symptoms of a Lack of Confidence
    • Hesitation in
      • Grabbing work
      • Responding to customers
    • Unhelpful/unnecessary comments
      • “I’m sorry, the computers are slow.”
      • “I just work here.”
      • “That’s the way they make me do it.”
    • Long Handle Times
      • Spending time double-checking facts
      • Types and re-types responses several times
  • Results if Untreated
    • Lower productivity
    • Lower CSAT/NPS scores
    • Drain on other agents’ performance
      • Time spent helping agent
      • Time spent picking up slack
      • Time spent on rework from agent errors
    • Lower agent satisfaction
      • Stress
      • Missed work
  • Ways to Maximize Agent Confidence
    1.  Position the Team for Success
    2. Proper Hiring
      • Skill set
      • Comfort level
    3. Training
      • Early
      • Often
    4. Leadership
      • Advocate for your direct reports and agents
    5. Reviews
      • Quality
      • Quantity
    6. Meeetings (see Episode 37 – Games for Team Building and Training)
      • Keep them up to speed
      • Acknowledge Accomplishments
      • Encourage camaraderie

Brought to you by:

    • The Social Pack: Get on the inside to stay on the topside. Join today!
    • ParknFly: Save 10% off Posted Rate Reserve Now 
    • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or close outs. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best micro breweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

Jobs

Who’s Doing it Well?

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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