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5 Ways Intelligent Automation optimizes customer AND agent experience - Jacada - ContactCenterWorld.com Blog

5 Ways Intelligent Automation optimizes customer AND agent experience

You might be asking yourself, "Why is employee engagement such a hot topic this year?" Given the sheer volume of time and money spent on all things digital self-service over this past decade, one would think call centers would be left with nothing to do. Quite the contrary. While some of the easy calls have been diverted to self-service channels, contact center agents are finding themselves fielding more complex call types and often dealing with grumpier customers on the other line who just finished bouncing around a disconnected omnichannel journey. More than ever, these interactions demand the most from your employees but have you set them up for success?

Let's pose the following question, "When it comes to your favorite mobile or self-service experience, what apps… platforms… or companies come to mind?" Thinking about your favorite apps, what factors make using them an enjoyable experience? Chances are traits like easy and quick access to the right information and convenient, must-have guidance are a couple of them. Of course, it doesn’t hurt when apps are also fast, dynamic, intuitive and designed well.

Now pose those same questions to your agents, but substitute “self-service experience” with “desktop experience” and it’s likely the response will be much different. It would mirror the same feedback we’ve received from 100+ contact centers over the past 10 years, and contains the following words and phrases: complex, cluttered, hard to learn, frustrating, disparate, not intuitive and ancient. Imagine your customers providing similar feedback about your self-service channels. Not only would your adoption rate be zero percent, but the number of customers you have would quickly trend toward zero as well.

Live interactions aren't going away anytime soon, in fact, expectations are higher than ever! Now is the time to stand out from the rest and lead your agents down the path of optimization and automation by transforming employee experiences with digital solutions. Let us help you unburden your agents with this infographic, where we have highlighted some of the issues faced by them and how to best solve these with intelligent automation.

Source: http://www.jacada.com/blog/5-ways-intelligent-automation-optimizes-customer-and-agent-experience

Publish Date: October 18, 2019 5:00 AM


2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 



View more from Jacada

Recent Blog Posts:
5 Ways Intelligent Automation optimizes customer AND agent experienceOctober 18, 2019 5:00 AM
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Your Front is different than your BackJune 6, 2019 5:00 AM
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