During a recent webinar hosted by SWPP and sponsored by Intradiem, industry experts Ted Lango from Intradiem and Robin Gareiss from Metrigy shared insights on how agent engagement drives exceptional customer experiences. As AI automates more routine tasks, maintaining agent satisfaction has become essential for ensuring operational efficiency and delivering high customer satisfaction (CSAT).

Agent Satisfaction Drives Higher CSAT

Research from Metrigy reveals that 68% of companies correlate agent satisfaction with CSAT, with 60% reporting higher scores when agents are engaged. Engaged employees not only perform better but also foster greater brand loyalty. However, Robin emphasized that satisfaction alone isn’t enough — agents need to feel empowered and purposeful. The data shows that over 90% of companies report that engaged agents directly improve customer satisfaction.

The Importance of Training and Retaining Agents

Training is critical as more transactional tasks are taken over by AI. Contact centers must ensure their agents are prepared for more complex interactions. Metrigy’s research shows that companies allocate about 26% of agent time to non-customer-facing activities like coaching and training. Businesses that reduce turnover below 15% experience a 26% improvement in CSAT. Ted stressed that continuous development helps retain skilled agents and builds resilient teams capable of handling complex issues efficiently.

Leveraging Real-Time Automation for Training and Support

Intradiem’s real-time automation tools take agent performance a step further by capturing idle moments to deliver micro-coaching and training. These short bursts of training ensure agents remain productive without interrupting workflows. Robin noted that this approach lowers burnout, reduces training costs, and maintains engagement. Additionally, AI-powered sentiment analysis can detect when agents need extra support, promoting their well-being throughout the day.

Human Agents Remain Essential in an AI-Driven Landscape

While AI technology can handle basic inquiries, 92% of customers prefer speaking with human agents, according to Intradiem’s research. Additionally, 89% of customers are willing to switch brands after a single poor experience. Ted emphasized that AI should be used to support agents, not replace them. When complex or emotional interactions arise, having a skilled, empathetic human agent available is critical to delivering exceptional service.

Investing in Agents is the Key to Success

The insights from this webinar highlight the importance of investing in agents through continuous training, real-time automation, and well-being initiatives. Focusing on agent satisfaction reduces turnover, boosts CSAT, and improves operational efficiency. As the contact center industry evolves, businesses that prioritize their people will be better equipped to meet customer expectations and deliver memorable service.

For more insights on how Intradiem’s automation tools and Metrigy’s research can transform your contact center operations, watch the full webinar here.

Additionally, for more in-depth insights and strategies to optimize your contact center, you can explore key findings from Metrigy’s latest contact center survey here.

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