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ArchivedThis article is about something that was for a period of time or is no longer in Club Penguin. Secret Agents were penguins employed by the Penguin Secret Agency (PSA) who, at first, worked to make Club Penguin Island a safer place. When the PSA Headquarters had been put out of commission in the Popcorn Explosion, the term "secret agent" refers to a penguin in the EPF. Report any players that are using bad language, being mean, Cheating, or breaking any of the other rules (ever, you could still report players anyway). Contact center agents are primarily used to support customer service and sales inquires.  But there is another important role in which they are vastly underutilized.
As a Genesys business consultant, I do a lot of side-by-side service observations with agents in our clients’ contact centers. Who are your customers?  What do they do for a living?  Are they married?  Do they have children?  What are their hobbies?
What do they like (or not)?  What appeals to them about your company and brand experience?  What are you doing right that differentiates you?  What do they complain about?  Do they offer suggestions for improving your products or services?  How can you make it easier to do business with your company? Retain contact center agents, who can become demoralized and disillusioned if they have no channel for providing valuable customer feedback back into the organization. As our world becomes more digital and virtual, your contact center agents may be the only human touch your customers ever have with your company. To learn more about the various solutions which enable these experiences please download,  The Future of Work – Exceed Customer Expectations with Workload Management.
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Genesys is the market leader in omnichannel customer experience (CX) and contact center solutions in the cloud and on-premises.
This covers your hair, and if you wear it low enough, it can even cover your eyes from your enemy. Moreover, the company was able to extract 30% of their service costs by identifying and re-engineering broken business processes from the customers’ perspectives.  These conversational insights are gold nuggets that clearly should not be ignored. Agents should be coached on the type of information the company is hoping to find out from their customers. In fact, your agents probably know more about your customers than anyone else at your company – including you!
Kaiser is a Senior Principal Business Consultant at Genesys, specializing in business strategy, customer experience, design and usability for contact center and cross-channel interactions. Whether you are a customer experience executive, contact center manager or IT professional, we have something for you. These masks are especially made to look real, and match someone elses face, especially enemy faces, so you'll have no trouble getting past the face recognition in enemy HQ.
To become an Agent, penguins had to be at least 30 days old, most likely for experience purposes.
And agents need soft-skills training on how to circumspectly draw this out during a natural conversation.
The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touchpoints, channels and interactions to turn customers into brand advocates. If they used a Code from a DS game then they automatically would become a PSA and an EPF agent.


So, it really just served to deter agents not to get banned and to be law-abiding, as they do uphold and enforce it. Some agents are also considered to be "undercover", and therefore they do not wear uniform, they are incognito. Agents need to be goaled and evaluated on how successfully they are able to do this sort of detective work. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day. Later in 2009, newly joined secret agents in the PSA were sent a postcard, welcoming them as secret agents. If they uncover nuggets of insight, they should not be penalized if their Average Handle Time is a bit longer. Agents need a way of recording these insights and customer feedback into their desktop interface.
Additionally this data must be attached to customer interactions so it can be filtered and reported on. A robust speech analytics system also makes it easier to systematically record, search, retrieve, review, and analyze the nuggets within a vast quantity of customer conversations.



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