Improve customer journeys
Customers get annoyed when they are put on hold when agents have to log in and out of multiple systems to find the information required to complete the transaction. When agents do not have easy access to query a knowledge base, they often end up providing customers with inaccurate and inconsistent data.
An important question every contact center needs to answer is whether they provide their staff with an agent desktop that shows a unified view of the customer journey – all the information the company has on its customers, such as past and pending customer information and recent interactions, regardless of media channel or service. This information needs to be displayed on a single screen for effective and efficient interactions.
Leading contact centers that decide to invest in agent desktop optimization and system integration, are able to empower their staff to better engage with customers and greatly improve the first contact resolution rate.
Increase agent efficiency
Agent experiences often depend on having the right technology tools needed to better do their job. On average, an agent has to access at least 3 disparate systems to address customer questions. They are forced to navigate through a slew of complicated tools and focus on the customer at the same time. This not only leads to lost revenue but also results in frustrated customers and agents.
Read this blog about “Agent Desktop Optimization: How Many More Screens Can Your Agent Handle?”
Many CRM solutions neatly address the multiple screen problem, delivering the right information to agents at the right time via a unified desktop interface. In the age of siloed communications and data centralization issues, the ability to quickly and cost-effectively integrate agent desktop technology with CRM systems should be the first criteria when evaluating agent optimization solutions.
Read this blog about “Measuring Agent Productivity in an Omnichannel World”.
Reduce agent turnover
Contact center employee retention is a big challenge. The solution lies in staff motivation and agent empowerment.
The notion that more tools and multiple application equals better agent experience is no longer true. Employees are happier and better able to satisfy customers if the organization provides them with the easy-to-use technology enablers and centralized data access. By being able to succeed in customer engagement — agent staff morale, motivation, and satisfaction improves.