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EPISODE #19

Helphouse: Happy Agents = Happy Customers?

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.

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Executive Summary

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.

In This Episode, You’ll Learn

  • How insufficient data availability and dull repetitive work leads to agent frustration.
  • Why providing the right information at the right time is crucial and will reduce the time spent on tickets.
  • How agent and customer happiness are interdependent and why this golden circle can easily break.
  • How the right automation tools will boost customer service agents’ productivity and satisfaction.
  • How employee experience (EX) correlates to customer experience (CX).
  • Why agents should have enough time to make “love calls” to their customers, instead of just reacting to customer problems.

Chapters

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

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