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

#contactcenterworld, @ccs4cx

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.

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, @ccs4cx

About Call Center Studio:
Company LogoCall 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.
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Today's Tip of the Day - Call-backs

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

Published: Wednesday, August 4, 2021

Printer Friendly Version Printer friendly version

2023 Buyers Guide Inbound Call Handling Services

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.


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.

3.) 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.


Telephone Answering Services
Answer4u offers both SME and corporate sized businesses Telephone Answering Services delivered by our team of professional receptionists. They are all trained to answer your calls, in your company name, whenever you need them most.

All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine.

Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that yo...
(read more)

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)

Digital Wholesale Solutions

International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks)
Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities).

We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.

7.) 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

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.

OpsTel Services

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


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

Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

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.


WorkGenda is a state of the art WFO cloud service, used by customers around the world. WorkGenda provides: a) an AI based forecasting engine, which automatically generates forecasts with a WAPE of 3 to 5%, b) a capacity management engine based on a traffic simulator, with perfect support for blending regardless the type of channels, which subsequently automatically converts the computed capacity into optimised shifts, where ‘optimised’ equals to a zero or the mathematically minimum possible overstaffing under the given contractual constrains, c) an automated scheduling engine, capable of scheduling 3000 multi-skilled agents for a whole week in 2 minutes and d) an Intraday bot which automatic...
(read more)

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