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How to Enable Customer Service Agents in the Omnichannel Era
customer service agents

Change is the only constant in the contact center. It’s a landscape in constant flux. Interactions once conducted on traditional channels like voice, email and standard IVR are moving to more manageable, lower-cost alternatives like chatbots, VPA (Alexa) and WhatsApp.

But with rapid technological advancement, the pace of change is accelerating.

It’s predicted by Gartner that organizations will have to address no fewer than 12 emerging and immature channels by 2022 compared to typically three or four today.

Managing multiple channels is already a top contact center challenge — so how can organizations enable their agents to move easily from one channel to another when there are eight or twelve instead of two or three? 

Perhaps the more important, broader question this: 

Has your organization prepared your agents for the new normal of customer service work, when bots and AI have siphoned off the easiest interactions and left agents handling only the most complex?

More channels means agents will need more help, and if your methodology is poorly thought out, the benefits of newly implemented technology will always be offset by the cost of unintended consequences. 

To help your organization better enable customer service agents, I wanted to share two recent webinars I led with Contact Center Network Group (CCNG). Both will help you future-proof your processes and arm your agents with the right tools to provide great customer engagements even as the nature of customer service work changes. 

Enabling Your Agents in the Age of the Customer

In this webinar you will learn how to:

  • Match the customer to the right agent
  • Centralize data and reduce the overwhelming number of screens
  • Automate mundane, repeatable tasks

                        Listen to the webinar

 

Helping Your Agents Manage the Expansion of Customer Channels

In this webinar you will learn how to:

  • Help agents deal with multiple channels
  • Ensure seamless transition from failed bot to agent 
  • Overcome silos                     

                        Listen to the webinar

 

About Aria Solutions

Aria Solutions is a customer engagement center solutions company that helps some of the world’s biggest organizations achieve unified customer engagement centers free of silos.

Over the past 22 years we have empowered 550,000 agents and completed over 1,200 successful projects, collaborating with our customers to help them achieve their business goals and find better ways to serve their customers.

Visit our about page to learn more about Aria Solutions or contact us today if you’d like guidance on how your organization can overcome your contact center challenges.

Thanks for reading!

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About Noel Roberts

Noel Roberts serves as Aria Solutions’ Chief Technology Officer and VP of Marketing. He co-founded Aria with Robert Church in 1997. Prior to Aria, Noel founded Synapse, a software development company where he provided senior software development expertise in telecom peripheral equipment and computer telephony systems. At Aria, a big part of his role involves helping enterprise-size contact centers with full assessments, business, IT and CX strategy, roadmap development, and technology and vendor evaluation and selection. In his leisure time, Noel likes traveling and going to the rustic lake cabin with his family, reading about science and tech, and playing with new tech gadgets.

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