Author: Chidiogo Emmanuel, Digital Communications, Call Center Studio
If you aren’t yet on the Cloud-based contact center software train, perhaps it’s time you consider upgrading your contact center to deliver a better Agent Experience.
A new CCW study shows that Covid-19 accelerated consumers’ adoption (82%) of digital channels for resolving their queries.
There are numerous benefits of adopting cloud technology in your contact center operations that help your organization be more productive, deliver better customer experiences, save time, improve efficiency, remove limitations and succinctly save cost.
Cloud-based contact center software has advanced impressively over the years, meeting the increasing demands of customers.
Customers want the choice to reach brands on their preferred platforms, first-time resolution of complaints, and great personalization that makes their call center experience smooth and less time-consuming.
They want the best "treat me like your one and only customer" experience. But how can you achieve this?
Customer experience is often from the customer’s perspective. While it isn’t out of place, however, neglecting the most important link - the agents - to exceptional customer experiences would be at the detriment of your organization.
It’s almost impossible to consistently deliver unique customer experiences when your agents do not have the best working conditions, which can significantly affect their morale.
The UX of your contact enter software can also be called an agent experience.
Your agents are like engines of automobiles, and like engines, they need to be oiled to perform optimally.
Oiling can be in the form of providing them with the right tools to perform their tasks seamlessly, interacting with customers without much complexity.
Every cloud-based contact center software must be agent-centric by prioritizing user experience, keeping happy agents, and satisfied customers.
A great Customer Experience (CX) is a result of an even better Agent Experience (AX)
Contact center managers who are concerned about enhancing customer and agent experience should consider the following advantages of cloud-based contact center software;
When your agents focus more on navigating software than satisfying customers, that is a recipe for poor customer experience.
Your agents shouldn’t spend time figuring out the basic functionalities; neither should they require weeks of training before they understand a contact center software.
A fluid and user-friendly contact center software maximize a single dashboard to deliver an excellent agent experience.
Agents don’t need to navigate through numerous windows to sort customers’ complaints.
Systems that stress your agents, thereby making customer experience complex, lead to low productivity, morale, and customer satisfaction.
The better equipped your agents are, the more convenient they are to resolve customer challenges and increase your organization’s customer affinity.
After several weeks of training and getting your agents to have complete knowledge of your cloud-based contact center software, it is sometimes unavoidable that they get to forget specific functionality.
Forgetting certain functionalities isn’t much of a worry when agents are new to the system and still trying to get the hang of things.
It is necessary to have software that offers quick tips to agents to perform optimally to get acquainted with the software.
An excellent contact center software also has built-in coaching tools that let you leave feedback on agents’ interactions.
Feedback serves as a guide/reference for your agents the next time they face any form of difficulty while using the software.
Agents can absorb feedback without stepping out of their queue and get acquainted with new tips while working.
One of the struggles your agents shouldn’t have is opening too many apps to reach customers.
That is a frustrating process that reduces the morale of agents and costs a longer resolution time.
Your agent should be able to switch from one channel to another without having to end interactions.
Data helps a business make informed decisions. Metrics such as first-time resolution rate per agent, satisfaction rating, average call time, abandoned call rate, campaign success, and dropout rates are essential to understanding your contact center’s operations level.
With built-in Google BI & Analytics, you take advantage of real-time monitoring, contact history, and graphical custom reporting for fast insight into your team’s performance. In addition, KPIs and quality metrics are displayed in real-time and kept for as long as you need.
You can also access the performance of your IVRs to identify potential challenges such as call abandonment rate or drill down into specific branches of call flows.
Besides getting insight into serving customers better, supervisors can use this data to learn more about the challenges agents may be experiencing in real-time and improve their experiences.
If agents aren’t performing optimally, this can be spotted early and fixed in time.
Call Center Studio users benefit from the Data Studio integration that provides a fully customizable live report that can be shared periodically with the management.
Remote work has become a necessity for businesses in 2020, accelerated by the COVID-19 pandemic.
A cloud-based contact center software that maximizes remote work functionality should be your choice to maintain agents’ safety.
The safety of agents should be your top priority while providing them with the necessary tools to get their job done seamlessly, efficiently, and conveniently.
Contact software features such as WebRTC allow your web browsers to participate in audio & video transmission and engage in screen sharing collaboration. It extends your contact center’s functionality with a single browser interface that works as a phone without burdening your agents with the need for plug-ins or telephony infrastructure. WebRTC eliminates any expensive hardware system.
Agents can work remotely from anywhere globally and at their convenience
Overburdening your call center agents with several applications due to integration limitations eliminates the sting of delivering an excellent customer experience.
Some cloud call center software requires agents to use different tools to manage their operations rather than a single application that allows a seamless transition from one application to another.
Working with multiple tools slows down customer satisfaction delivery and leaves the agents in a state of mental fatigue.
Integrations increase your agent’s productivity, reduce wasted time, and help you deliver a better agent experience.
Call Center Studio has many built-in integrations, including popular applications such as SAP, Salesforce, Zoho, MS Dynamics, Ingenico, WhatsApp Business, Facebook Messenger, and Webchats.
An effective IVR takes the burden of repetitive requests off agents’ desks.
In industries with repetitive tasks such as cargo companies, fast food chains, an AI-powered IVR takes care of this, eliminating time spent by agents resolving customer requests.
Agents have more time to focus on more complex cases that require the human touch.
Also, a properly set-up IVR can reduce the need for customers to speak to live agents significantly.
AI-powered IVR equipped with Automated Speech Recognition (ASR), Speech to text (STT), Text to Speech (TTS), and Google Dialogflow features enables personalized conversational experience.
Sentiment analysis enhances customer experiences through understanding the caller’s intent and gauging their emotional state, providing a win-win experience for the agent and customers.
Some cloud-based contact center software puts a limit to scalability, which usually leads to agents being overburdened with work or having to work multiple shifts to deal with increasing call volumes.
That leads to agent fatigue, low morale, and often lack of emotional control when dealing with agitated customers.
Scalability ensures top performance and efficiency irrespective of changes in cycles – increased or decreased call volumes, upsizing, or downsizing.
Call center studio’s infinite scalability allows you to add or remove agents when the need arises. In the case where you need to add more agents, the process is easy and straightforward.
You save your existing agents the trouble of increased call traffic, giving them a better experience working in your organization.
While having happy customers is a fundamental goal for organizations, delivering a better agent experience will help your business achieve that goal faster.
Talk to your agents regularly to know their pain points when using the software. Please get to know the reason for underwhelming performances and work to fix it.
Supervisors must learn to listen more to agents because they are crucial to happy customers.
About Call Center Studio:
Call Center Studio is a powerful multi-channel, scalable AI-powered software which is designed to enrich the experience for both your agents and your customers.
Published: Wednesday, August 4, 2021
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