The Art of Customer Service #19 | helphouse: Happy Agents, Happy Customers
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In customer service, there’s so much potential for frustration - for both customers and agents. But there’s even more potential for great experiences with automation.
Customer service agents are driven by their ability to help customers and make them happy. But what if there are so many obstacles put in their way which make it more cumbersome than it should be? In this episode, Erik Pfannmöller talks to Carl Hye Thaisen, co-founder and Chief Product Officer at helphouse, about what it takes to make agents love their job (again), resulting not only in happier agents, but also happier customers.
This episode of The Art of Customer Service covers the following topics around employee and customer experience as well as satisfaction and loyalty:
1. 00:00:00 Introduction to the topic
2. 00:05:59 What makes agents happy?
3. 00:13:48 Is there a correlation between agent satisfaction and customer satisfaction?
4. 00:18:54 How to make remote work viable in customer service