22
The right culture, process, and tools are critical ingredients for success
05
Zendesk data shows that an agent’s CSAT rating is closely tied to their tenure; agents who have been around longer are rated higher by customers. Over the first four years of an agent’s tenure, each additional year of retention averages to a 2.3% boost in CSAT rating across interactions with customers. How can teams retain agents and keep them engaged? Agents say that a supportive work environment is the most important aspect of helping them perform. Factors that affect an agent’s work environment include a team’s culture, processes that make collaboration easier, and the tools that agents use.
Enabling the right software for your customer support team is a must—and so is empowering the people who support your customers. This means giving managers and agents the right structure and tools. Your agents are the face of your brand. Must-haves include a supportive work environment, tools that foster collaboration, and a metrics-driven understanding of how customers are engaging with your organization. Agents want a supportivework environment The pressure is on for support teams. 90% of customer support managers we surveyed predict the volume of requests their team handles will grow in the coming year. And 80% of managers predict that the size of their team will increase, making hiring and retaining the right people to meet increasing demand from customers more important than ever. • Your support team’s culture should be supportive and grounded in helping each other out. • Investing in workflow and collaboration across teams is essential. • The best teams are focused on metrics. You need a full view of customers and agents.
Which of the following do you feel aremost important to do your jobwell?
46%
Supportive work environment
More training on the products/ services my company oers
33%
32%
The best tools and software
Making customer support a higher priority at my company
28%
27%
Better management
More training on our customer support tools
26%
22%
Full customer context
9%
Learning how to cross-sell
% of surveyed customer service agents 0 10 20 40 30 50
CSAT by agent tenure
100%
Training and best-of-breed tools are cited as important by about a third of agents. As teams increase in size, training becomes more important to agents, implying that enterprise companies should be especially focused on ensuring agents receive proper training. Training is also more common among larger organizations. Companies with 100+ agents are twice as likely as smaller companies to use some kind of agent training tool.
95.2%
92.3% 93.3%
95%
90.0%
90%
86.1%
85%
0
1
2
3
4
Agent tenure in years
2019 Zendesk Customer Experience Trends
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