A study indicates that nearly 90% of service agents self-report they need more from their company in order to stay.
The call for better management, from the service professionals, “might stem from leaders being tasked with increasing customer satisfaction, while also managing employee burnout—no small feat.” Listening to complaints from customers and having to politely deal with their challenges, while oftentimes getting verbally abused in the process, isn’t an easy way to earn a living.
In addition to addressing the never-ending stream of problems that need resolving, as human beings, they’re also coping with the pandemic and its impact on their mental health. The research showcases the challenge managers have to reduce employee burnout while increasing customer satisfaction.More than three quarters of service agents report a lack of technology in their current role.
Robotic process automation streamlines workflows, which makes organizations more profitable, flexible and responsive. It also increases employee satisfaction, engagement and productivity, by removing irritatingly annoying, time-consuming tasks. These are basically digital assistants that take on the tedious, manual tasks that take up much of a worker’s time. The tech automates any process, ranging from the most common and time-intensive to the most nuanced and specialized.
Debbie Neuberger, senior vice-president of service operations at Realtor.com, said about automation, “You want to step back and look at your organization and say, ‘Where do we have high-volume, repetitive task work?’ We were able to use RPA in significant ways, so it allows us to free up our call center agents for higher value work.”Leadership has started increasing benefits and perks to both attract and retain employees. One of the investments includes technology.
“As 2022 progresses, it is clear that the coronavirus will continue to have enormous ongoing impacts on the world. To those who manage or work in contact centers, the ordeals faced in 2020 and 2021 not only continue, but are exacerbated,” said Sheila McGee-Smith, contact-center and customer-experience industry analyst. “The good news is that contact center and customer experience vendors have added or expanded new solutions to support their agents with these challenges.