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Article : What’s your Cloud-based Contact Center Agent Experience Rating?

#contactcenterworld, @CallStudio

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.

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What is Agent Experience (AX)?

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;

Clean and user-friendly interface

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.

Cloud-based Contact Center Live software coaching and training

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.

Quick Channel transition

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.

Cloud-based Contact Center Customizable reports with Google BI & Analytics.

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.

Cloud-based Contact Center enhances remote work.

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

Cloud-based Contact Center fosters platform integrations.

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.

Set up a proper AI-Powered IVR

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.

Scalability limitations

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.

Final thought

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.

#contactcenterworld, @CallStudio


About Call Center Studio:
Company LogoCall Center Studio is a Google-powered contact center software that delivers the best experiences for your business, customers, and agents.
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Today's Tip of the Day - Speech Recognition

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

Published: Wednesday, August 4, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide Dialer Solutions

 
1.) 
Premium Listing
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.


2.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

3.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

4.) 
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:

5.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)

6.) 
Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)

7.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

10.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration

11.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

12.) 
Nuxiba Technologies

CenterWare
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

14.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

15.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

16.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

17.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 

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