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Article : Cure The Cause of a Bad Agent Experience (Not Just the Symptoms)

#contactcenterworld, @VistioViews

Author: Jeff Vahrenwald, VP of Marketing, Vistio

We all understand that agents are critical in delivering great customer experiences, so it makes sense that developing ways to keep agents happy with their work has been a focus of recent innovation in the customer service industry. Gamification, contests, and prizes, for example, are just a few of the tricks the industry has tried to keep agents engaged. But while these tools might have some impact on agent job satisfaction, they don’t ultimately result in higher customer satisfaction.

That’s because just adding more fun to an agent’s daily life doesn’t change the fact that being an agent is a difficult, stressful, and tedious job. And unless that changes, any gamification or prizes are just covering up the symptoms of a bad agent experience. But what if we focused on improving the agent experience simply by making the job easier? Then we’d be solving the cause of the problem instead of just trying to fix the symptoms.


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For example, we’ve all seen painstakingly detailed knowledge bases that are designed to give agents all the information they need to handle any call. If they have access to all the answers they need, accurate and consistent customer service should follow, right? Well, no, because agents still need to search, read, and interpret information in the knowledge base which takes time, adds stress, and results in inconsistent service.

Let’s imagine we’re going on a road trip. If we have a map and a destination, we likely have all the information we need to get where we’re going. But there’s a reason no one uses a road atlas anymore: using a map to navigate involves the same process of search/read/interpret that we give our agents and it is a process that is error-prone, requires lots of effort, and takes the focus away from driving. And what if you take a wrong turn? You have to turn around, go back and find where you made the mistake, and then continue on in what you hope is actually the right direction this time.

But now that we all have turn-by-turn directions on our phones, we don’t make those kinds of mistakes anymore. At each juncture, our GPS just tells us what to do next and it continually updates to adjust the route so that no matter whether we miss our exit or stop for gas, we’ll still be guided to the right destination in the end. It’s the same information that a map provides, but the GPS filters out all the unnecessary information—the mile markers, rest stops, and back roads that you don’t actually need to pay attention to—so you don’t have to process, you just have to steer. The result is a journey that is simply more efficient and less stressful.

In the same way, we can make the agent experience better by filtering out all the excess information and by providing specific guidance on what questions to ask, what to say, and what to do next, no matter where the conversation goes. Then, at every step of a customer interaction, from the initial authentication process to deep into a complicated call, agents feel more supported, more confident, and less stressed. Afterall, agents who can do their job effectively, efficiently, and confidently are happier employees. And naturally, your customers will appreciate the effectiveness, efficiency, and confidence as well.

#contactcenterworld, @VistioViews


About Vistio:
Company LogoTurning your agents into seasoned pros doesn’t have to be complicated. Vistio's AgentHub provides live on-screen guidance that eliminates guesswork and stress so your agents can confidently, quickly, and accurately resolve any customer inquiry. Through interactive and rules-based scripting, AgentHub puts the right answers at your agents’ fingertips right when they need it—allowing them to confidently navigate interactions, regardless of their experience level. The result is specific and measurable improvements in your KPIs, and ultimately uniform and accurate customer service, an improved agent experience, and greater control over your contact center performance.
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Today's Tip of the Day - Speech Opportunities - What To Look For?

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

Published: Friday, December 31, 2021

Printer Friendly Version Printer friendly version

2023 Buyers Guide IVR

 
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.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
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 Performance Monitoring

8.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

9.) 
Pointel

Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)

10.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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