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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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We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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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 live on-screen guidance eliminates guesswork and stress so your agents can confidently, quickly, and accurately resolve any customer inquiry. Through interactive and rules-based scripting, Vistio 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 in just 90 days, 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 - Think About Demotivating Your Staff

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

Published: Friday, December 31, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

10.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

11.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 

About us - in 60 seconds!

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