Unlocking Agent Potential

I'm Alisha (Ali) Joseph & I've created this newsletter as a "safe space" for contact center customer service professionals. I write about all the nuances & day-to-day chaos, challenges, wins, trends & needed changes with customer-facing teams (customer experience, support & success), specifically in startups. I "grew up" in startup contact center customer service from frontline to leadership, working with different BPOs, tech tiered teams, senior leadership etc. I share my unique experience with the hope that it impacts people in a positive way & continue to strive for excellence in the ever-changing world of customer service!

Turnover is typically high in call centers/customer service, especially at the agent level. Let's be honest though, most of the time these are folks fresh out of college looking for their first role/career. Someone who's been working for many years in a different industry & come into these roles as a "break" from the career they've build. Then there's the people in-between looking to get a paycheck. I was the "in-between". Doing this work was a paycheck until I moved on to what I THOUGHT I was going to be doing......Then I got mentored, learned some new skills, etc & I stayed in this type of work & grew through MANY challenges. My point being there is a career in this work & in startups in general. These days you have to be more tactical now that AI is around. I share some ways to be a tactical agent, especially if it's in a company that you love & want to build with.

We all know that working in a call centers & customer service can be a rollercoaster ride, filled with ups and downs, challenges & at times politics. Typically, you only really get "work-related" advice on how to grow, which is great for the company, however spending years as an agent myself I've seen it where one level of skills may not work in another company & leaves you being limited on options. I WILL tell you however that growing as an agent takes discipline, fast learnings & innovation & if you're seeking this where you are, you're in the right place/article. Here's some skills you can learn & things you can potentially help work on in your organization:

1. Master Keyboard Shortcuts

Time is money, right? Learning keyboard shortcuts can save you precious seconds. Whether it's quickly switching between tabs or copying and pasting info, these little tricks add up and make your day smoother.

2. Understand the Power of Building Relationships

A lot of my success has been due to building relationships with the right people at the RIGHT times, not just to have a "hey I'm here" conversation. I know they tell you typically to talk to certain people, blah, blah. Fast moving companies time is money so based on your work, current priorities, leverage networking with people who will not only help you make impact on things you're working on but that can act as a "sponsor" on your work & your impact to the company.

3. Leverage & Learn the CRMs you're using Like a Pro

Your CRM is a goldmine, but only if you know how to use it. Dive into the advanced features—automated follow-ups, customer history tracking, and data analytics. These tools help you offer personalized and efficient service.

4. Help Build a SOLID Knowledge Base. Robust is not always best.

A well-organized knowledge base is a lifesaver. Include FAQs, troubleshooting guides, and best practices. This resource helps you find answers quickly, reducing call time and boosting first-call resolution rates. Too much information however can slow down the customer experience & reduce the relationship building. A good project is helping to find that "medium".

5. AI to the Rescue

Artificial Intelligence is transforming call centers. AI can handle routine queries, freeing you up for more complex issues. Chatbots, virtual assistants, and AI-driven analytics can significantly enhance your efficiency and customer experience. Plus, they can predict customer behavior and provide insights to improve your service. As an agent, you want to be behind that or at least learning different models of AI.

6. Practice Active Listening and Empathy

Proactive listening & empathy will get you far more than you think! Understanding the customer's needs and concerns helps you provide better solutions and build stronger relationships. Doing this internally will also give you more "grace" when you needed & will help you bring ideas that will make impact.

7. Take Regular Breaks

Avoid burnout by taking regular breaks. Stretch, hydrate, and clear your mind. Short, frequent breaks help maintain your energy and productivity throughout the day.

8. Set Achievable Goals

Break down big tasks into smaller, manageable steps. Setting and celebrating small goals keeps you motivated and focused. Plus, who doesn't love ticking things off a to-do list?

9. Foster a Positive Team Culture

A positive team culture boosts morale and collaboration. Encourage open communication, celebrate successes, and support each other. Team-building activities and regular feedback sessions can strengthen your team's bond.

I hope you find this useful as you navigate your path to bigger opportunities, more money & avoiding the "drama" aspects as much as possible. If you're an agent, feel free to share some things that are helping you grow! Until next week!