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Does Your Technology Help (or Hinder) Agent Engagement? - Strategic Contact - ContactCenterWorld.com Blog

Does Your Technology Help (or Hinder) Agent Engagement?

I’ve challenged contact centers to make 2020 the Year of the Agent. I’ve built my case around the argument that if you want to deliver a great customer experience, you first have to make sure you’re delivering a great agent experience.

In the spirit of action, I’ve outlined two different assignments for you to assess your technology and how it helps – or hinders – agent engagement. The first helps you assess and plan by considering how technology impacts various elements of engagement reflected in an employee survey. If you prefer to just assess your technology directly, use the second assignment.

Assignment 1: Tie Employee Engagement Metrics to Technology Issues and Opportunities

If you have an employee engagement survey, review each item on the survey and assess and plan.

  1. Assess: Does our current technology impact this aspect of engagement, and if so, positively or negatively?
  2. Plan: Are there ways we can use technology to improve this aspect of engagement? Through changes to current use of technology? Through new technology?

Some questions from your survey may not apply, but others may be a direct fit for what your center is doing (or not doing) with technology. We populated a few examples from common Employee Engagement Survey questions to get your juices flowing on this exercise.

Employee Engagement Survey Question (rating 1-5) Assess: Does our current technology impact this facet of engagement, positively or negatively? Plan: Identify ways to use technology to improve employees’ engagement – through changes to current use or plans for the future
I know what is expected of me Example of Positive impact: We provide scorecards and dashboards with strong visuals so an agent always knows how they are doing.

Example of Negative impact: Agents do not have any visibility to performance, or get reports for which they have no context

Example: Pursue workforce optimization tools: provide visibility to performance, show trends and comparisons to targets. Include coaching tools to make sure we follow through on feedback and support development.
I have the tools and training to succeed at my job Example of Positive impact: We have technology such as an excellent, dynamic knowledge base, workflow tools, and CRM.

Example of Negative impact: Our desktop is messy with more than 15 applications that agents have to navigate with little automation and integration; they are often overwhelmed and frustrated.

 
Our team works together to achieve goals Example of Positive impact: Agents have collaboration tools like instant messaging and persistent workspaces so they can contact each other and the support/leadership. They rate and contribute to knowledge base updates. We see group performance and celebrate!

Example of Negative impact: Calls get routed to the wrong place and people have to transfer them. Agents must leave their desk or turn to a neighbor for help. The SharePoint site is out of date and difficult to find what they need.

 
I would recommend this organization as a place to work Example of Positive impact: We plan for, hire, and train people so we have enough staff to do the work. Staff have the tools they need to meet their performance goals and succeed in helping customers.

Example of Negative impact: The staffing levels are inadequate and based only on budgeted headcount (no planning based on workload). The work is overwhelming because we have so many systems and processes to learn and none of it is integrated or automated.

 

Assignment 2: “Sniff Test” for Technology Enabling Employee Engagement

Use the table below to assess your technology and whether it contributes to or discourages employee engagement. For each category of technology, give it a rating (“Contributes” or “Discourages” – or more simply, thumbs up or down). Then note what the problems are and what you can do about them.

Technology Category Contributes to or Discourages Agent Engagement What are the Problems? What can we DO?
Omnichannel Routing and Reporting      
Self-service (IVR, web, mobile)      
Workforce Optimization Tools      
Desktop Tools      

Source: https://www.strategiccontact.com/blog/2020/02/does-your-technology-help-or-hinder-agent-engagement/

Publish Date: February 5, 2020 5:00 AM


2021 Buyers Guide Knowledge Management

 
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Combines knowledge management with call support as continue improvement.

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eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

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eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

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FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

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Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

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Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

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livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

8.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

9.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
 



View more from Strategic Contact

Recent Blog Posts:
Surveys Highlight CC OpportunitiesNovember 12, 2020 5:00 AM
Is Your Contact Center Ready for Novel Coronavirus-like Scenarios?February 26, 2020 5:00 AM
Does Your Technology Help (or Hinder) Agent Engagement?February 5, 2020 5:00 AM
Make 2020 the Year of the AgentDecember 3, 2019 5:00 AM
Get Excited About Self-ServiceAugust 14, 2019 5:00 AM
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Take a Fresh Look at ID&VMay 6, 2016 5:00 AM
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