Organizations create and store massive amounts of data that agents may not use or trust because it's an information landfill. Each time someone creates a document for a training class, a presentation, a report, or a manual - you name it - someone else says, "That's great information so let's give it to the agents." But the problem is that agents and customers need ANSWERS, not mere documents that must be read and interpreted for an answer. How do you know your agents will come up with the right answer or even the same answer?
There's an app for that. But wait - it gets worse.
Have you ever considered how many applications your contact center agents MUST use to service your customers? Most organizations have a diverse set of software platforms that run the gamut from legacy green screens to cloud applications. Many aren't integrated, and because they were built on technologies 30 years ago, the interfaces may be outdated and require numerous mouse clicks. Companies can't afford to spend $30M for a new customer system, so they learn to live with it - but at what price? All these extra clicks add to the cost of transactions, serving the customer, telephony, labor, frustration, fatigue, CSAT, loyalty, agent turnover and the customer experience.
Contact centers can often feel like pressure cookers, and agents absorb the brunt of it. Pressure to perform to metrics, pressure to score well on QA, pressure interacting with difficult customers, pressure of call spikes... Agents are taught to let customers hear the smile in their voice but that can be difficult when the applications they use create a confounding transaction path. It's no secret; a happy agent makes for a happy customer - but how do we make agents happy?
Giving your customers the right information when they need it is a crucial part of the customer experience.
Having agents that can breeze through the process while maintaining accuracy, sanity, and reducing costs is a win for everyone!
In this Conferences Connect webinar, you'll learn:
Spend an hour with us to learn about taking control. You can register at conferencesconnect.com
Publish Date: January 29, 2014 1:52 PM