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Article : 5 Tips to Improve Contact Center Agent Productivity

#contactcenterworld, @inContact

Author: Gayathri (G3) Krishnamurthy, Product Marketing Director, NICE inContact

Agents are the biggest asset in any contact center. Yet, agent turnover is consistently cited as the number one challenge for contact center leaders. One of the most powerful ways to combat this is investing in their experience with improved training programs and modern tools, unified on an open cloud customer experience platform, that enable them to be more productive. In fact, increasing agent productivity is a proven formula to drive better employee motivation and hence retention.

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Here are some tips to improve agent productivity and drive agent motivation in your contact center:

  1. Automate with intelligence. With the proliferation of digital channels, interaction volumes are increasing. And, it is the more complex issues that get to the agent. As such, the role of the agent is evolving into one of a super-agent, one who can solve complex issues in an omnichannel environment. Have agents focus on high value work while automating the simple, mundane tasks. Invest in robotic process automation to automate repetitive tasks like updating multiple systems with the same data. Furthermore, look into AI self-service that can learn about the customer, provide the first level of service as well as pass more context to the agent when elevating from self-help to live help.

  2. Be more proactive. Proactive notifications in multiple channels can bring down the number of live interactions significantly, especially when there is a system outage or other systemic issues that have impact on a majority of customers. This will in turn help agents avoid getting into a simple, repetitive but critical updates to every single customer.

  3. Achieve true omnichannel concurrency. One of the biggest motivations for agents is to solve customer issues and be a customer hero. With true omnichannel solutions, there is not just the ability for agents to field customer questions across channels, but also to pivot the customers to the channel that best solves the issue. An agent can now interact concurrently with multiple customers in multiple channels, as well as leverage more than one channel at a time in a given transaction. Say a customer chats with an agent, and it gets difficult to resolve the issue in a chat. The agent can elevate the conversation to voice and use both channels, chat and voice, as needed. This is a truly productive, seamless environment with multiple concurrency and more importantly provides the flexibility for the agent to solve the customer issue.

  4. Unify the agent desktop. Agents typically work across 3-4 different applications and end up spending as much as 25% of their time looking for data across systems. Provide a single unified desktop, one with a seamless unified interface across applications as well as tightly integrated data CRM integrations are always thought of as the most important and significant since they have customer 360 data. But, there is value in integrating many of the enterprise systems that have customer data like ERP, order management and many more. In addition to that, there is value in integrating unified communications application to connect with various industry experts within the organization as well as analytic applications that provide more insights on customers. One other important application that stands out is workforce optimization solutions. Having those unified with the agent desktop enables agents to bid for shifts or take training from the same single interface from which they interact with the customers. Integration and unification with every application makes the agent even more productive and efficient.

  5. Leverage analytics. Analytics enables agents to make smarter choices, in real time, to support the customer. By infusing analytics everywhere, it helps contact center leaders understand where agents are spending their time and effort. Getting real time insights on various KPIs could help managers take action and improve agent utilization, productivity and effectiveness.

Agent productivity doesn’t just result in employee satisfaction, it drives customer satisfaction too. Happy agents make happy customers. Build on this virtuous cycle and achieve both agent and customer satisfaction.

#contactcenterworld, @inContact


About NICE inContact:
Company LogoNICE inContact works with organizations of all sizes to create customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, a cloud customer experience platform, we combine Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation to help any company transform every single customer interaction.
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Today's Tip of the Day - Understand The Team

Read today's tip or listen to it on podcast.

Published: Monday, June 10, 2019

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2022 Buyers Guide Computer Telephony Integration

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 

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