CRM - February 2008 - (Page insert6)

6 February 2008 Sponsored Content Increasing Agent Productivity & Satisfaction Winning strategies to improve agent effectiveness, increase profitability and ensure customer satisfaction Many companies acknowledge the value of a customer-centric business approach, but only truly savvy companies recognize that their contact center functions as the backbone of any customer-first strategy— and that the contact center agent plays the central role in the strategy’s execution. Your agents often stand as the sole personal representation of your business in a customer’s mind. But in order for agents to deliver the type of customer service and degree of productivity that you require of them, they must be engaged and motivated. Yet agent productivity is typically measured and enforced in only the most rudimentary ways, and poor agent job satisfaction levels are all too often accepted as the norm. Striving to increase agent productivity while also seeking to improve satisfaction should not be conflicting goals. On the contrary, at Genesys we believe that agent productivity and satisfaction are positively correlated and can combine to fuel both topline revenues and bottom-line profitability. Automation, knowledge at the desktop, task blending, intelligent routing, and workforce optimization are among the many technologies that support management policies that enable agents to meet business goals while supporting their needs for variety, empowerment and, most importantly, their innate desire to satisfy the customer. DRIVING BUSINESS GROWTH AND PROFITABILITY • Agent Productivity and Agent Satisfaction: Simply put—the proper synergy between the two serve as twin engines to drive your business results. • Operational Efficiency: Productive agents naturally allow you to do more, and do better, with less. Satisfied agents are likely to be highly efficient and productive, and their tenure makes them your most trusted staff members. • Employee Retention: Agents are motivated not only by good salaries and career development opportunities, but also by serving customers well and being recognized for doing so. Emphasizing quality AND productivity metrics helps to engage the agent and increase satisfaction. • Customer Satisfaction: Agent morale has An enlightened agent management strategy—coupled with enabling technology and operational excellence—can drive a virtual chain of business benefits and yield a tremendous return. a direct impact on service delivery levels and customer satisfaction. Motivated and engaged agents with access to the proper tools and technology will have more efficient, effective customer interactions

Table of Contents Feed for the Digital Edition of CRM - February 2008

CRM - February 2008 Contents Front Office Reality Check Customer Centricity The Tipping Point The Loyalty Riddle CRM Drives Down-Market Out of the Gate: Marketers Rate ’08 Traits The Pulse Consultants Adapt to CRM’s Changing Landscape Required Reading Cover Story: CRM Gets Serious Contact Center Solutions Always On Rumble in the Office The Smallest Slice Tying Up Cable’s Loose Ends Burning Up the Paper Trail Sunny Skies for Knology No More Bumps for BlueRoads Secret of My Success Re:Tooling Scouting Report Pint of View

CRM - February 2008

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