Agent Productivity & Satisfaction

Many companies recognize the strategic value and critical role contact centers play in executing their business strategy. However, many enterprises fail to ensure this strategic asset is being leveraged to maximize its return.

Genesys can help you to determine the best strategy and tactics for your company to increase agent productivity and satisfaction. We can help you define your business goals and a strategic roadmap to implement functionality that will help you meet those business challenges.

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Download Genesys Customer Service Strategy Guide for "Increasing Agent Productivity and Satisfaction".

Agent productivity is one key area of the contact center investment where the return can be easily improved. Since the majority of contact center costs are in people (human capital), any improvement in the productivity of these people will have a significant and direct impact on the overall value of the contact center investment.

Improving contact center productivity requires a holistic approach that takes into consideration the organization's underlying business objectives. The first step is to evaluate what agent productivity means to your business.

By providing your agents with the right tools like screen-pop, intelligent transfer and by using skills based routing , you can route interactions to them they have been trained for. Blending multiple types of interactions can help you make better use of quite times while scripting tools can help your agents to guide them through a conversation quicker and more accurately.

Happy agents make happy customers. Agent morale is a key factor in modern contact centers. It does not only serve your customers, but increased agent satisfaction can drive down cost in your contact center as well. Retaining your agents longer will help you to get more out of your training investment.

Many different reasons may lead to agent dissatisfaction. A decent salary has a major impact but other reasons like ability to solve the customers' problem, rigid work schedules and having a career path can impact agent morale. Stress or boredom also plays a key role in how satisfied your staff is.

Several strategies can be implemented to increase agent's satisfaction. Offering them different types of work or media to handle are usually a good start. Also the ability to set preferences for their schedule or the ability to swap a shift can make life a lot easier.