Companies are continuing to move away from on-premises technologies and move to the cloud to realize benefits like reduced operational cost and IT, increased innovation, increased reliability and scalability, and much more. But have you ever thought about the impact of cloud-based contact center software on your agents? And how you may be able to create better agents with the cloud?
Agent turnover for the contact center industry is more than double the average for all other occupations in the US, ranging between 30–45% in 2018. With the high cost associated with hiring and training new agents, call centers are looking at new ways to engage and empower agents, including more intuitive and user-friendly UIs, gamification, rewards, and more. But one of the best ways you can support your agents and empower them to become super agents is to move your contact center to the cloud.
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Easy-to-Use Cloud UI
Cloud platforms come with more intuitive user interfaces with frequent updates. With an innovative cloud offering, companies can reduce training time and empower agents with easy-to-use tools. Bright Pattern customer Transcosmos reduced its average agent training time from 3 days to just 3 hours. Reduced training time offers significant cost savings and enables call centers to meet demand and rapidly expand into new locations when needed.
"From day one, our employees saw the value in the product and liked being able to use it…I think that says something about what Bright Pattern is doing," noted Jon Ward, Managing Partner of MoneyLadder.
Cloud CRM Integrations
If your CRM is in the cloud, it makes sense for your contact center software to be in the cloud as well. Contact center software has out-of-the-box integrations that help agents be more efficient in their day-to-day job. A seamless CRM integration provides an easy-to-useAgent Desktop designed to reduce agent training requirements with screen pop, automated identification, prioritization, self-service, and much more.
AI Agent Assistance
Cloud technologies are more innovative than on-premises technologies because they allow companies to get updates on the fly and take advantage of emerging technologies like AI and bots. Bots can be utilized to conduct low-effort transactions, allowing agents to focus on more engaging interactions. Companies can also utilize AI to assist agents in their interactions by having a bot listen in on the conversation and make recommendations. For example, if a customer is looking for a good hotel in Denver, the bot can pull up a list of recommendations from the knowledge base and the agent can make a selection.
About Bright Pattern Inc:
Bright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers non-disruptive maintenance with on the fly upgrades and scales from 5 to 10,000 concurrent agents with a measured 99.99% uptime. Bright Pattern’s out-of-the-box CRM integrations increase agent productivity with integrated UI, click to call, screen pop, and activity history, automatically saved with the ticket. Bright Pattern’s solution has usability that is second to none with a new intuitive desktop for managing omnichannel experiences, a unified interface to set-up and modify workflows, and a monitoring, reporting, and quality management for and across all channels.
Published: Monday, May 13, 2019
Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
|2.)||Lieber & Associates|
Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
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.
*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