A key question in today’s competitive world is employee happiness. It drives the business, performance, and the sales results in customer oriented companies. There is a direct relation between motivated employees and customer satisfaction.
Happy employees in contact centers make the difference
Firstly, as customers, we all seek for exceptional customer service. We look for agents to have time for us. After a phone call or e-mail, we want to feel we’ve had a human help us. Customer Service Representatives need to make a connection with the customer. Customers want to feel like that whatever question they have, they get the most care and attention. It’s these companies who will get our loyalty. These companies are the kind customers want to stay with for a long time!
Let Artificial Intelligence take care of routine and standardized tasks
Artificial Intelligence is widely used nowadays in the field customer service. With chatbot – a computer program is deciding how to answer. In case you have a standardized, repetitive question, you will get your answer quickly. But those are only 15-20% of the questions, mostly the simple ones. There is no way we could standardize whole lives in their complexity. There will always be cases in which standardized answers given by robots are not enough and the agent needs to take the conversation over.
The future is about a mix of automated and human service
We believe that the future is about the mix of automated and human service. Imagine that there is automatization in the customer service process and next to that there is customer agent who doesn’t have to deal with routine and standard questions anymore. Customer agent has time for customers who need human conversation in order to solve a problem or buy a product. This is what we at Feelingstream strive for!