Great Service + Happy Customer = Agent Advocacy

June 28, 2010 at 10:47 am | Posted in Knuggets and Knuckleheads | Leave a comment
Tags: agent advocacy, call center agents, customer experience

Just as customers love to tell you when they are dissatisfied, they love to tell you when they are pleased with their customer experience too.  Some like to take it a step (or several steps) further and become real advocates for your call center agents.  These customers will champion your agents’ success, plead to your organization that they deserve higher compensation, promotions and even suggest that they could save the world.  Survey Calibration is a wonderful tool that allows this type of feedback to be placed with the appropriate call center agent.  After all, I wouldn’t want my praise to be given to the agent next to me…would you?

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