Importance of customer service
Customer service is a high priority and key to business success. This is because great customer service leads to more loyal customers. More loyal customers buy more, and they also make more positive recommendations influencing others to buy. Customer service agents plays an important role in driving business success by supplying helpful information, answering questions, and responding to complaints. They are the front line of support for clients and customers and they help ensure that customers are satisfied with products, services, and features.
Challenges faced by customer service agents
Customer service agents are often under extreme time pressures, must deal with complex problems, sheer volume of calls, siloed systems, demanding KPIs and often rude customers. They're always under pressure to be at their computers answering queries. It’s a high-stress environment and not exactly a recipe for employee satisfaction.
Agent turnover is reported to be the number one challenge in contact centers across industries. Agent attrition can erode customer satisfaction while increasing operating costs. Improving employee retention also has a direct impact on the quality of customer care.
❝So much of the conversation surrounding customer service is focused on the customer that at times we forget about the necessity of taking good care of customer service agents❞
Introducing Mindful Workspace
Mindful Workspace aims at building happier support teams by promoting wellness and happiness amongst the support teams. Download this App for free from ServiceNow Share.
Customer support is one of the most challenging and stressful job. Deep breathing is one of the best ways to lower stress in the body. Deep breathing offers numerous health benefits, from stress reduction, to improved focus and attention. The Mindful Workspace guides agents through a short breathing exercise for a specific duration.
Mindful Workspace is a CSM Configurable Workspace App, and can be downloaded for free from the ServiceNow Share.
→ Embedded in the CSM Configurable Workspace
→ Dashboard to seamlessly track mindful sessions
→ Guided breathing exercise for agents
