How to Develop a Team of Successful Service Agents

We’ve all had horrible customer service experiences. You know what we’re talking about — it’s that feeling when you hang up the phone and shake your head, wondering why companies just can’t get it right. And if the service is bad enough, you may instantly decide to never do business with them again.

And that’s not good for companies or customers.

The customer service agent is central to providing good customer service and avoiding the pitfalls of bad customer experiences, which is why they are one of the secrets to growth and longevity for successful companies. While a company’s products and services may be great, it’s often the agent who provides the overall experience surrounding those products and services. In fact, according to our recent Connected Customer Report report, 80% of customers consider the experience a company provides to be as important as its products and services...READ MORE