The verdict came by email. Martha Mitchell learned that her request for 10 customer service agents was denied. All managers were expected to “Do more with less”. As director of customer experience, Martha was responsible for the contact center of 300 agents and a product support team of 20. She understood that there were only two ways to do “more with less.”
The first was to reduce the level of inbound traffic that required human assistance. The second was to shorten handling time for the calls that did. Focusing on the first option, she examined data from the IVR, website, and speech analytics and found that about 30% of inbound contacts were contained within the self-service option. The data showed that improvements in the menus and navigation patterns for billing and payment queries could increase containment to 40%. This equated to three agents.
Another interesting finding from her research was that over half of queries originated from smart phones. Martha learned about technology that presented menu choices and navigation patterns on smart phones. This allowed users to complete their interaction from their phones just as easily as from a PC. This was worth exploring and she asked one of her supervisors to contact the vendor.
Martha then looked at first call resolution rates. As with most contact centers, about 25% of inbound calls were follow-ups. Speech analytics revealed two reasons. First, agents could not grant even modest concessions, and this meant delays as approvals were sought. She fixed this by specifying concessions agents can grant at their discretion. The other major cause was lack of information. For this, she asked one of her supervisors to research knowledge management software. She understood that these systems could produce the information agents needed as easily and quickly as a Google search.
Now she was half way to her goal of achieving productivity gains equivalent to 10 new agents. She needed to reduce handling time by 20%. She was intrigued with virtual agents, also referred to as “chat bots.” These use a combination of natural language speech recognition and artificial intelligence to handle complex conversations in a free flow form like human agents. As a bonus, bots can also automate back office processes. Now she had the productivity uplift of 10 new agents.
Automation in the contact center began in the 1970s with the invention of the automatic call distributor and has accelerated ever since. Today the contact center is one of the most productive organizations in the enterprise. The good news is that intelligently deployed automation not only cuts costs but also improves quality and reduces compliance exposure. While fewer agents may be required, those that remain on staff enjoy higher morale because they can focus on the more challenging interactions rather than mundane repetitive work.
Founder and Chief Analyst
[About the author] Dick Bucci is a 35-year veteran of the telecommunications industry. Past experience includes executive level positions in sales and marketing with leading telecommunications product vendors and value added resellers. His market research and consulting career began in 2001 with Frost and Sullivan. In 2009 he formed Pelorus Associates, a consultancy that provides market research reports, custom consulting, white papers, and public relations services to 35 companies based in five countries.
Publish Date: November 14, 2017 5:00 AM
|2.)||All Ears Ltd|
Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.
We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.
We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
PH: 644 9201929
Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.
Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.
Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.
Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.
Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
PH: +44 (0)1258 820100
|7.)||Unicom Services Ltd.|
Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.
Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.
* Conference systems - audio video terminals, personal and group multipoint conferences.
* Telecom Products - office wired and wireless phones, dect systems, softphones.
* Video conference software for contact centers and offices.
* Unified Communication Solution.
|8.)||Xiamen Mairdi Electronic Technology Co., Ltd|
Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
|5 Ways Intelligent Automation optimizes customer AND agent experience||October 18, 2019 5:00 AM|
|What's a Multimodal Customer Experience?||October 15, 2019 5:00 AM|
|Why Isn't Natural Language Understanding...Natural?||August 29, 2019 5:00 AM|
|Interactive Video: The Rise of RPA Bots in Customer Service||August 28, 2019 5:00 AM|
|Your Front is different than your Back||June 6, 2019 5:00 AM|
|Obstacles Contact Center Agents Come Across During Interactions||May 23, 2019 5:00 AM|
|Smart Solutions Resolve Call Center Operational Issues||May 21, 2019 5:00 AM|
|Companies Push for Digital to Enhance Customer Journey||May 16, 2019 5:00 AM|
|Companies Use AI to Enhance Customer Service Experience||May 14, 2019 5:00 AM|
|Has Intelligent Assistance entered the trough of disillusionment||April 11, 2018 5:00 AM|