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Article : How to Make Contact Center Agents into Superheroes

#contactcenterworld, @teamhgs

Author: Chris DeLambo, SVP of Business Development, Customer Experience Transformation, HGS

Whether you're a diehard Marvel fan or you pledge fealty to D.C., everybody likes a superhero. Not only do they always save the day, but many are also multi-talented, with a range of useful skills they can deploy as needed.

Contact centers, too, can have superheroes. They’re known as universal agents, or super agents. Like superheroes, these agents are versatile, multifaceted employees. And they have a superpower every contact center needs: They ensure happier customers and keep costs down through faster resolution rates.

Many contact centers, however, are still operating under the old model: regular agents working in silos.

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The Challenges of the Contact Center

Many contact centers hire and train people for one specific role: customer service, billing, tech support, sales, customer retention, and so forth. Customers contacting a brand are routed to the appropriate department, and must wait for the first available agent trained to handle their specific need, rather than immediately speaking to any available agent.

The availability of more communications channels has further complicated things. Multichannel communications are good for the customer on one level, because they can contact a brand through their preferred medium: voice call, email, webchat, SMS/MMS message, in-app messaging, social media and so on.

But on the other hand, having so many channels can lead to longer wait times for customers if agents are only trained on, or assigned to, one or two channels. One particular day may bring a rush of webchat queries, but not many customers calling or messaging. Some agents may sit idle — while still costing money — while others tackle the webchat queries, one at a time.

These longer response and resolution times translate into lower customer satisfaction levels and costly inefficiencies. And with so many types of customer inquiries, and so many channels through which to address them, contact centers have to hire more people to have enough agents for every niche, which likewise increases costs.

The Super Agent to the Rescue

Enter the concept of the super agent, or universal agent, who wears many hats, and all of them well. These agents can handle more than one type of customer contact driver, or even all contact drivers. They’re comfortable with technology, can communicate effectively, and boast razor-sharp problem-solving skills.

Best of all, they’re able to multitask, quickly switching not only between different brain-work tasks, but also between different communications channels, without missing a beat.

Turning a regular agent into a super agent isn’t as easy as handing them a mask and cape. For starters, it takes the right kind of person to be able to do all of this. Contact centers must reconsider what metrics they are using in their screening and hiring processes to find people who are, or can be trained to be, a skilled generalist.

Once you’ve hired the right people, you have to set them up for success. Agents must be trained to navigate any customer queries that come their way — not just one or two contact drivers — and given the right tools.

That includes an omnipotent knowledge management platform that is rigorously maintained and continuously updated, because even the most experienced, highly trained agent sometimes comes across a situation that stumps them. Knowledge management also can also boost the customer experience: If agents know they have a tool that can assist them when they’re stymied, they will be more confident and collected when interacting with customers.

Of course, that’s just the human side of a super agent. There’s another component: technology.

Technology for the Win

Human agents cost a contact center money, but they’re 100% necessary. However, they are not necessary in 100% of interactions.

Many customer queries are fairly basic: What is your return policy? How can I sign up for a loyalty card? What accessories are compatible with my recent purchase? All of these can be easily handled by a bot trained via machine learning. They can even be answered by the customer themselves, through an automated self-service center that has been optimally designed to guide a customer toward the right resolution. Both of these options require some initial investment, but provide an ROI that reduces overall costs.

More complex queries need the human touch, but technology can be useful in those instances, too. Contact centers can tie artificial intelligence (AI) into a cloud-based knowledge management platform to improve resolution rates, even for difficult queries. As an agent types keywords into a search bar, the AI serves up the right information, much faster than an agent manually searching. This is good for both the customer, in terms of their time and satisfaction, and the contact center, in terms of costs and efficiency.

Contact centers can also add an AI with natural language processing (NLP) to a cloud-based phone system. The AI "hears" the customer’s query as the customer speaks it into the phone, and instantly populates the agent’s screen with the resolution. The agent only needs to deliver the answer and personalize the interaction.

Bots and Brains Together

There will always be tricky customer situations or difficult phone calls that even the most advanced AI of our time cannot handle, and that’s why a contact center also needs super agents, or universal agents.

But combining smart technology with humans who have been trained and set up for success is an ideal scenario for a contact center. This model cuts costs and drives efficiencies while helping customers get their issues resolved faster — ultimately resulting in higher customer satisfaction and a better customer experience

#contactcenterworld, @teamhgs


About Hinduja Global Solutions Ltd.:
Company LogoA global provider in business process management (BPM) and optimising the customer experience lifecycle, HGS is helping to make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital with domain expertise focusing on back office processing, contact centres and HRO solutions to deliver transformational impact to clients. Part of the conglomerate Hinduja Group, HGS takes a “globally local” approach, with over 42,371 employees across 72 delivery centres (as on 30th June 2019) in seven countries making a difference to some of the world’s brands across nine key verticals.
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Today's Tip of the Day - Brand & Service

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

Published: Monday, December 21, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology


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

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

Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872


Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151


Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

MattsenKumar LLC

SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044


InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
PH: +972-9-9605894

Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310


Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis

All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)

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