Creating a Positive environment for Customer Service Reps
How to keep live chat agents happy and effective
Live chat CSR best practices. How to create an A team
What is in the e-book
Hare your customer service reps happy? There are two easy ways to find out:
- Conduct an Agent Satisfaction survey
- Evaluate Agent performance
What are the six secrets to customer service representative happiness?
1. Establishing a strong company culture
- Define a purpose
- Implement team-building activities
- Foster respectfulness
2. Encouraging growth
There are four types of workplace growth:
- Financial
- Professional
- Career
- Personal
3. Communicating feedback and recognition
- Lack of communication contributes to 80% of workplace issues
- Having a CSR recognition program can help boost morale
- Recognize success by setting goals for agents to strive for
4. Providing all the necessary tools
Tightly integrated Live Chat, Ticket management systems, FAQ knowledge base and CRM
5. Providing a positive physical environment
- Add color
- Bring in the Light
- Embrace nature
- Add transcendence
6. Add value to their work
- Share success stories
- Create new opportunities
- Peer recognition
