Great customer service is all about exceeding customer expectations and hopefully delighting customers with the result of a series of interactions, be they with people, websites, IVR or more likely a combination. However, I'm often incensed beyond frustration by obtuse processes and ill-informed call-center agents, to the point where I'd never knowingly use the firm concerned, their products or services, ever again. Why is this? Are my expectations too high?
Though remote agents provide many benefits, there are challenges for supervisors, who do not physically interact with their agents every day. Without this regular interaction, it is difficult to know if agents are completing their work and doing so effectively. Are they being productive? Are they doing what they are supposed to do? Are they getting what they need? And perhaps most importantly, are they engaged and satisfied?