Transcript of "4 Ways to Boost Support Agent Morale"
Unchain Your Support AgentsIn the opening scene of the 1980s movie Conan the Barbarian, children are led off into slavery and chained toa treadmill. Many years later, a strapping young Conan is still chained to the same treadmill, but breaks free,and acts like, well, a Barbarian1. Your workplace may have pleasant cubicles instead of treadmills, but whenpeople do the same job over and over without end, many of them risk turning into Conan the Support Agent.Getting your very best out of agents often involves variety and change. Here are some creative ideas forunchaining your support agents and turning your support center into a cross-functional team: Let your agents get off the phone to do periodic training, and leverage your trainers for peak period coverage in the support center. Both groups inherently know your product well, and the experience of interfacing with live customers versus support transactions can be beneficial for both groups. In some organizations, this can also provide travel opportunities for your best support agents. Involve your agents in the onboarding process for new employees. Some support centers will have their most recent employees turn around and train new employees as a means of consolidating their own knowledge, while others will turn this over to more experienced agents, particularly with complex products or services. When you delegate some of the training responsibility to the team, you make them part of the process of building the teams overall quality. Leverage the skills of your best agents as peer coaches within the organization, in areas such as monitoring transactions and teaching new skills. This can be a win-win situation for everyone: agents are often much more comfortable getting feedback from peers versus "the boss," and peer coaches learn to think like a manager in looking at the skills and talents of the team. Use agents as liaisons with other departments. Letting agents interface with other departments such as development, product marketing or quality assurance allows them to serve as the "voice of the customer" while embedding supportability into your products and services.Data reproduced from SupportIndustry.coms 2012 White Paper: Confessions of a Support Center Professional -7 Ways Expectations Differ From Reality1 Conan the Barbarian (movie), Universal Pictures, 1982. 1 Unchain Your Support Agents, 2012