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Supporting Agents with the Tools to Succeed
Kristie O’Donnell
Just What I Needed
#call2loyalty
Customer Experience is the New Black
Numbers represent search interest relative to the highest point on the chart for the given region and time. A value of 100 is the peak popularity for the term. A value of 50 means that the term is half as popular.
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Leveraging Our Agent’s Natural Tools to Increase Customer Experience and Agent Satisfaction
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Emotionally-Connected Customers Are More Profitable and Satisfied
11% 19% 4% 6%-4% -7% -12% -18%
AGENT’S BEST PERSONALITY CONNECTION
AGENT’S SECOND-BEST PERSONALITY CONNECTION
AGENT’S THIRD-BEST PERSONALITY CONNECTION
AGENT’S WORST PERSONALITY CONNECTION
AVERAGETALK TIME
SALES
23%DIFFERENCE
37%DIFFERENCE
Case Study
Contact Center 400 agentsFortune 500
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Lift Evenly Distributed Across Personalities
Organizer Connector Advisor Original Unknown OverallAverage Talk Time 401s 395s 397s 403s 399s 399s
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Connecting customers with agents where they have their best personality connection represents a 45 seconds average call time reduction opportunity.
Seconds difference in call time between worst & best personality connection
0-10 10-20 20-30 30-40 50-60 60-70 70-80 80-90 90-100 100-110 110-120 >120
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Capture the Opportunity by Routing on Personality to Agent Strengths
OverallATT (s)
UnknownATT (s)
OrganizerATT (s)
AdvisorATT (s)
ConnectorATT (s)
OriginalATT (s)
Agent 1 319 317 299 355 336 368
Agent 2 334 331 379 370 315 372
Agent 3 409 419 404 347 387 394
Agent 4 434 440 378 381 397 360Overall ATT Average: 399sNon-Influenced ATT: 415sInfluenced ATT: 350
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Drive Value Through Agent’s Natural Tools
6% 22 2% 7-2% -6 -6% -23
AGENT’S BEST PERSONALITY CONNECTION
AGENT’S SECOND-BEST PERSONALITY CONNECTION
AGENT’S THIRD-BEST PERSONALITY CONNECTION
AGENT’S WORST PERSONALITY CONNECTION
PERCENTAGE
SECONDS
12%DIFFERENCE
45 SECONDSDIFFERENCE
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Agent Population Shows Under Capacity with Helping Organizers and Overage with Originals.
Organizer
Connector
Advisor
Original
0% 5% 10% 15% 20% 25% 30% 35% 40% 45%
Customer Population Agents Best Personality
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SNEAK PREVIEW: CEB Research Finding
What do agents that deliver an
effortless experience DO?
Connect with Customer
Personality Style
