Contact Center Solutions Featured Article

The Role of Your Contact Center Agent is More than Meets the Eye

January 21, 2013
By TMCnet Special Guest
Nitin Mahajan, Lead Product Manager of Customer Service Experience, Infosys

Catch 22 was never such an appropriate expression than to describe the predicament of the agent at a contact center. The agent usually bears the brunt of the customer’s fury and is perceived as the voice of the enterprise by the customer.

S/he also has to adhere to a significant business fine print.

The role of the agent is essential to deliver a stellar customer experience and retain business. But is s/he empowered and enhanced to do so at the contact center? To answer this question, we’ll have to ask a few more.

  1. How much is too much? The agent screen usually has a number of applications open for resolution of problems, resulting in too much irrelevant information and more time spent in resolving an issue. The result? Increased average handling time and lower first call resolutions.
  2. Is knowledge power? What can information do? Relevant information such as products the customer owns, services the customer subscribes to, history of customer interaction and the tier of the customer will help personalize interactions. Contact center text mining coupled with social media inputs will help determine a probable surge caused by an event for contact center managers. With this, they can plan for the response along with the agents. The result – a happy customer and a satisfied and stress-free agent.
  3. Why not simplify to increase efficiency? A concern for customer service executives is the number of steps that they need to follow even for a simple resolution call. One solution could be removing extraneous data elements from agent screens. Another is automating tasks to increase agent productivity. These efforts also involve deploying customer-centric task flows that map to frequent call types where tasks can be accomplished using the least number of steps.
  4. What’s history got to do with it? Customer service agents must have access to the full history of a customer’s prior interactions over all communication channels – voice, electronic channels like chat and email, and the newer social channels like Facebook (News - Alert) and Twitter – to deliver personalized service and to strengthen customer relationships.
  5. How does real time help? Real insights come from real-time views. With these views, contact centers will be able to make better decisions about workforce optimization and SLA adherence.

Enterprises are awakening to the requirements of the connected customer and want to interact with customers on their preferred channels. Social listening is an added advantage for agents to get concise personalized information.

In all this, the agent experience is no longer an afterthought.

And that’s the catch in the Catch 22 – that the contact center agent holds the key to a great service experience. One that keeps your customers delighted, and has them coming back for more.

This blog was originally published at http://bit.ly/UCsjB6 .



Article comments powered by Disqus

Related Contact Center Solutions Articles

Appeals Court OKs Redbox's Customer Info Disclosure to Third Parties

The U.S. Court of Appeals for the Seventh Circuit, based in Chicago, has given its approval of Redbox's practices for disclosing customer information to a third party regarding customer service issues. [ Read More ]
10/31/2014

On How to Avoid Challenges and Added Costs of Open Enrollment Period for 'Obamacare'

If you live in the U.S., consider this a type of public service announcement. We are about to enter the open enrollment period for 2015 as part of the continuing rollout of the Patient Protection and Affordable Care Act (PPACA), which has become better known as "Obamacare." As we are all aware, the initial rollout of Obamacare was problematic-to put it politely. However, the good news is that, thanks to some great work by the IT industry experts called in to fix it, healthcare.gov is working bet… [ Read More ]
10/31/2014

Getting Ready for the Holiday Rush-The Role of Customer Experience Transformation

It should be no surprise to anyone that the holiday season is fast-approaching, which means "all hands on deck" in the contact centers of retailers. And, as we move into what can best be characterized as the "Omni-channel Era" when it comes to providing a compelling customer experience, retailers are busy transforming virtually every aspect of how to provide such experiences. [ Read More ]
10/31/2014

When it comes to Contact Center Agents 'Mind the Gap'

As content curator and contributor to the Contact Center Solutions Community, part of my function is to review information and insights from around the Web and illuminate them to our readers. In this regard, I would like to recommend an insightful posting from IT-Online titled, "How to differentiate customer experience." [ Read More ]
10/30/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!