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Industry Research : The Contact Centre agent of the Future is a Skilled Problem Solver

#contactcenterworld, @atmospherecomms

The need for individuals working in contact centres who have the right personable skills, can manage stress and are excellent problem solvers cannot be overemphasised. South Africa’s national lockdown and continued social distancing requirements due to the COVID-19 pandemic is creating a further necessity for consumers to engage with contact centres more regularly, and the agents in these organisations will have to adapt quickly to the ‘new normal’ and require excellent strong problem-solving skills.

A recent survey carried out by business process outsourcing (BPO) solutions provider, Merchants, looked to gain insights into the experiences of South African people in relation to contact centres. Of the respondent sample, aged between 18 and 50+, 62% said they preferred to speak to a person when contacting a business or service provider as opposed to using digital channels or other touchpoints. In the last month, 63% of respondents had contacted their bank, 50% had contacted their mobile service provider and 41% had contacted their internet service provider.

"There has certainly been a spike in the number of calls coming through to contact centres worldwide in the last few months, as consumers seek to make faceless contact with their service providers in seek of support, information or assistance. When contacting a business or service provider, the contact centre agent is seen as a direct link to the business. It does not matter to the consumer whether they are directly employed by the business in question or by a BPO provider – they are a direct representation of the business the consumer seeks to contact. As the needs of consumers change and evolve, the contact centre will need to do the same – focusing on the agents first," says Mathew Conn, Group CRO at Merchants.

In terms of their experiences with contact centres, one of the biggest frustrations amongst respondents was having to contact a business multiple times to resolve a query. Similarly, for those who had had a positive experience with a call centre, 72% said this was due to the agent solving their problem, while 69% said the agent was friendly. It is no surprise then that when asked that the most important trait is in a contact centre agent, the top result was ‘problem-solving ability’.

"South African contact centre agents are known for their problem-solving ability, and I believe this is what puts the country at the forefront of becoming the next BPO destination of choice as businesses look to outsource into multiple regions," says Conn. "While human elements like empathy, humour and patience remain important in the contact centre, problem-solving will always be the priority for the consumer."

The second most important trait, according to the local survey, was personality, followed by knowledge of products and services. "While technology is able to do fulfil many roles and automate most end-to-end processes, the contact centre will always be an environment where the human element is critical – and I believe this is going to become even more important as we move into the ‘new normal’ and faceless interactions between businesses and their consumers continues to increase," says Conn.

Businesses and BPO providers alike will need to focus on hiring, training and upskilling agents specifically around problem-solving as they look to provide the best possible CX in order to hold on to market share in an increasingly competitive environment.

"There is no doubt that the contact centre agent of the future is a problem solver first," concludes Conn.

#contactcenterworld, @atmospherecomms


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Today's Tip of the Day - Understand Your Business

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

Published: Monday, August 3, 2020

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2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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