What is a CSR?
A CSR, or customer service representative, is an agent that provides support to an organization’s customers in voice and digital channels. CSRs can perform a broad spectrum of tasks ranging from lead qualification to fundraising to service support, and much more. A CSR may specialize in one of these areas or be multi-skilled. Additionally, they may support one channel or multiple channels. CSRs traditionally work in contact center facilities, but more and more are working remotely.
As businesses focus more on the customer experience (CX), the role of CSRs has been elevated. Contact centers are critical touchpoints along the customer journey and they rely on CSRs to ensure every customer that passes through has a satisfying experience. This requires CSRs to be competent and accurate as well as have good soft skills so they can express empathy and build rapport with customers.
With this elevation of the CSR role comes a focus on the agent experience (AX). Businesses who recognize the pivotal role CSRs play in delivering loyalty-building experiences are implementing measures to support, engage, develop and retain them. These efforts can include updating policies and processes as well as implementing technology, such as unified agent desktops and smarter routing, to make CSRs more effective.
To measure the effectiveness of AX efforts, contact centers can monitor both CSR satisfaction and employee Net Promoter Scores® (eNPS®). Employee NPS is a variation of the classic NPS that’s used to measure a customer’s likelihood to recommend a brand to friends and colleagues. With eNPS, employees are asked, “On a scale of 0 to 10, how likely are you to recommend this company as a place to work?” The way CSRs answer that question can indicate loyalty and engagement levels. When tracked with satisfaction scores over time, the two metrics can help contact centers know if their AX measures are working.
About NICE Satmetrix
NICE Satmetrix is the leading global provider of Voice of the Customer (VOC) software used by the world's most forward-thinking companies to analyze and transform their customer service interactions. Our Customer Journey-based solution combines and analyzes customer interactions, solicited feedback, and operational data at enterprise scale to uncover blind spots, increase customer satisfaction and improve agent performance.
With consumers reaching out to contact centers for more reasons than ever before, providing consistent and optimized experiences is central to fostering loyalty and increasing customer lifetime value. NICE Satmetrix VOC enables businesses of all sizes to grow the value of customer service touchpoints and operationalize customer feedback.
With NICE Satmetrix VOC, the top VOC solution for contact centers, contact centers get access to:
Integrations with NICE inContact CXone and the NICE portfolio of contact center solutions
- Superior analytics
- Digital omnichannel and hassle-free IVR integrations
- Customer Journey-based design
- One-stop-shop for all your contact center VOC needs
NICE Satmetrix is the co-creator of the Net Promoter Score® (NPS®), one of the best indicators of customer loyalty and predictors of business growth. We've instilled our deep knowledge of consumer behavior into our VOC software to make NICE Satmetrix holistic VOC a true one-stop shop for Voice of the Customer with a self-service solution that meets the needs of organizations of every size.