Successful contact centers have always relied on speed. It’s about getting more done, in less time. To better manage customer conversations and respond to their inquiries in a timely manner, contact center agents need access to the right information immediately. The trouble is – most contact centers face data silos and believe that expensive, custom integration for agent desktop optimization is their only alternative.
It all comes down to inefficient infrastructure. Agents are forced to work with disparate IT systems that don’t talk to each other, making access slow and labor-intensive.
Over the years, mergers and acquisitions have shoehorned incompatible technology or multiple data sources together, making the infrastructure even more complex.
Wasted time and unnecessary costs
The average agent spends 15% of their time searching for the information across disparate systems to respond to customer inquiries (the Aberdeen Group research). This results in a lost cost of productivity of $1.57 million each year for a 300-seat contact center.
It’s a daily battle, and it gets them down. They’re not as productive as they want to be. They can’t serve customers as well as they need to, and there’s nothing they can do about it.
The extra ongoing costs of managing and maintaining disparate and legacy systems mean your business is bleeding money where it doesn’t have to.
Improving agent efficiency with unified, omnichannel technology
Modern contact centers need to add channels like voice, email, chat, mobile, social media to serve their customers. And the number of channels and tools used by contact center agents is expected to increase. This, coupled with data silos, means organizations need to rethink priorities and find alternative solutions.
According to 2016 Aberdeen Research “Optimize your customer experience strategy, get data right”, delivering consistent omnichannel conversations depends on companies providing all relevant employees with a unified view of their customer journey. So, it’s important that contact centers integrate this omnichannel approach into their agent desktop technology.
By investing in an optimized agent desktop, agents no longer have to switch between several screens to find the information they need. It’s simply there when they need it. To achieve this, agent technology needs to be integrated with multiple data sources, such as CRM solutions like Salesforce, while also providing access to legacy databases, such as billing systems or custom in-house systems.
There are platforms and solutions available that make integration faster and more powerful than ever before. So, improving agent’s access to information through agent desktop optimization may not be nearly as costly as you think.
The faster an agent can access what they need, the happier they’ll be. The same goes for their customers. Optimizing agent technology to speed up customer service should be a priority. For example, Amazon patented its ‘OneClick’ purchase process to retain what it believes is an enormous business advantage in terms of customer service. Amazon achieves extremely high conversion from its existing customers. Since the customer’s payment and shipping information is already stored on Amazon’s servers, it creates a checkout process that is virtually friction-less.
It’s this “friction-less” transaction concept that is needed in your contact center. Whether answering a customer’s question, selling them a product, or providing a service, enabling your agents to perform friction-less transactions should be the goal. Creating an integrated solution is a big part of this process.
In fact, integrated solutions are already delivering. The majority of companies improving agent productivity and performance can access relevant customer data through a single screen, therefore, improving first contact resolution and customer retention rates. For any business concerned about employee retention, this is the way to ensure it.
Contact us today to learn how Aria can help your contact center maximize agent productivity and ensure customer satisfaction across multiple channels.
Since 2009, Ron has been responsible for Aria’s product initiatives. He has over 25 years of comprehensive, executive management experience in consulting services, software application/technology development, and product management. Prior to joining Aria, Ron worked for leading companies, such as Intervoice, First Data and Nortel.
In his work, Ron has interfaced with some of America’s top companies, participating in the development and implementation of highly sophisticated contact center solutions as well as advanced speech recognition applications and IVR systems. He has been an invited speaker at numerous industry events and contributed numerous published articles in industry publications.
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