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Article : Desktops, Dashboards and Human Centred Design

#contactcenterworld, @CirrusResponse

Author: Caroline Handyside, Product Designer, Cirrus Response

Getting the user experience right will protect your investment in tech and keep agents happy and productive, says Caroline Handyside, Product Designer at Cirrus

A product that is easy and intuitive to use, that guides contact centre agents through the myriad of different calls they make and take in a day, will help to keep employees motivated and engaged. This will enable customer service teams to deliver great customer experience (CX).

It is a truism that an organisation’s biggest investment (and liability) is its people. The difference between highly motivated and positively engaged employees compared to those that are disengaged or unengaged is huge and could be the difference between success and failure. The stakes are high.

Motivation makes the business successful

According to Gallup, disengaged employees have 37% higher absenteeism, 18% lower productivity and 15% lower profitability. When that translates into pounds sterling, you're looking at the cost of 34% of a disengaged employee's annual salary.

Put another way, highly engaged teams show 21% greater profitability, according to Gallup. Why? Those teams who score in the top 20% in engagement show a 41% reduction in absenteeism, and 59% less turnover. Engaged employees show up every day with passion, purpose, presence, and energy. 

How do you keep staff Engaged and Productive

Providing the right tools to do the job is a good start, but there’s more to it than a few nice looking screens, with this season’s colours, and the latest trendy widget. It is important that developers take a holistic view of the agent experience. They need to consider the system as a whole, how it works, how it delivers the exact piece of information agents need to their desktop. Then, how it pulls information from other systems, presents options so agents simply click the right one and can progress through to the completion of the task in hand benefits agents and customers alike.

For supervisors and managers look for Dashboards that provide an ‘at a glance’ status of their teams, number of calls waiting, average wait time, calls being escalated and agent adherence, so that it is easier to spot which agents may need support.

When you break it down, that’s a lot to process and the difference between User Experience and User Interface is important.

User Experience

User Experience (UX) is not about visuals, it focuses on the overall feel of the experience, and should use human-centred design principles. The UX design process deals with workflows and how the agent interacts with the software. It engages with the agent’s senses in a way that ensures they are not overwhelmed, which is particularly important during busy periods. A good design enables agents to perform tasks simultaneously, managing different workflows and multiple conversations across channels at the same time. Animation can bring the product to life and can be used to give reassurance to the agent that the system is responding, prompts ensure that nothing is forgotten and the agent can progress each call to a satisfactory conclusion.

Part of the design process is to test out multiple scenarios and customer journeys to ensure that they work in a real-life environment. By understanding and mapping user journeys through the product, investment can protected and the product future-proofed.

Vendors that work closely with customers when introducing new features will ensure that workflows are maintained and enhanced, and that they remain easy and intuitive for agents to use.

A well-designed user experience is based on flexible workflows that ensure an agent can do their job to the best of their ability.

User Interface

The user interface (UI) is the look and feel, the presentation and interactivity of a solution and brings everything together for the agent. UI design visually guides the agent through the system, making it intuitive to use so that they don’t need to think about it. UI elements should be placed with intent and the saying "less is more" is best practice. The ability for the end user to tailor what they see to suit their individual requirements is key. For example, presenting Dashboards that give instant updates on current stats, all definable by the end user. A Desktop which includes fast links to everything the agent needs during the course of their day. This could include pop-ups to display information held in different systems relevant to the call, access to shared in-boxes, webchat and links to PCI compliant payment solutions.

The design of the interface is important for agent efficiency, both in everyday use and for onboarding new agents. The design needs familiar elements to put the agent at ease, and to feel clean and clear (without undue screen clutter) for it to be intuitive to use. Attention to the look of the screen, use of certain colours and layouts, will also help to project a feeling of calm and efficiency for the agent.

Benefits of focusing on CX in the Contact Centre

Time saved leading to faster resolution times – the easier agents can access customer information and detail of previous conversations across all channels, the faster they can resolve the customer’s call

  • More calls handled – faster resolution times mean that agents can take more calls during their day

  • Better outcomes for customers – agents that can see previous conversations and interactions, can provide a better, more complete service to customers

  • Agents feel more empowered and engaged – with access to more background information agents feel confident to act on their own initiative, which gives them a feeling of being in control and so more engaged

  • Increased productivity – shorter resolution times, more calls taken, more enthusiastic agents, all adds up to big increases in productivity

  • And therefore - More profit

A well-designed contact centre solution enables agents to work efficiently. Getting workflows right for agents makes their lives easier. It also helps to keep them engaged and motivated and protects the investment in technology. A well designed workflow-based solution that can overlay existing legacy systems means that new channels can be introduced easily to the customer contact infrastructure. The business can be confident that agents and the system can cope and customer satisfaction will soar.

#contactcenterworld, @CirrusResponse

 


About Caroline Handyside:
Caroline Handyside is Cirrus Response’s Product Designer and is responsible for the User Experience and User Interface design for Cirrus Response’s CCaaS digital products.

About Cirrus Response:
Company LogoCirrus is a provider of omni-channel cloud Contact Center Solutions (CCaaS) and IPT telephony, with over 10 years’ experience of using the best technology to deliver business outcomes and effortless customer experiences. Modern technology and a team that has many years of experience working in and around the Contact Center and IPT environment, provides a recipe for business transformational success. With a true cloud infrastructure, Cirrus operates on a true real-time basis with unlimited scalability and the highest level of resilience and security. We can help you leverage the best AI solution available to deliver an awesome experience for your customers; getting better results for less cost. At the point you want to introduce agents into the customer journey, Cirrus then brings contact from voice, email, web, SMS, video, social, Messenger, WhatsApp, app store reviews, YouTube and more into a simple view that your advisors will love.
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Today's Tip of the Day - Stop-Start-Continue

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

Published: Monday, November 2, 2020

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2021 Buyers Guide Inbound Call Handling Services

 
1.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

2.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

3.) 
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.
PH: +1 512-872-7565

4.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

5.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

6.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

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
PH: 1+480-435-9390

8.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

9.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

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