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

Cost Savings or Customer Experience? It Doesn't Have to be a Choice

It's a simple fact - customers expect quality. They expect things to work. They expect not to have problems. That said, most accept they may encounter issues from time to time but, when they do, they expect quick and easy resolution. In other words, they expect your customer service to work. "Work," though, may mean very different things in terms of having appropriate resolution mechanisms in place, depending largely on the personal preferences of the customer. [ Read More ]
10/20/2014

Sitel Looking to Add 200 Jobs to Florida Call Center

As one report after another shows that call centers are returning to the United States in droves, communities all over the country are reaping the benefits. One such community is Lake City, Florida; where Sitel has just announced its plans to add as many as 200 positions to its call center. Sitel is one company that has made a rather productive go of it when it comes to the call center business. The firm has been so successful as a matter of fact that it actually has received business from other… [ Read More ]
10/20/2014

TicketNetwork Creates Jobs

TicketNetwork, a ticketing software provider, recently announced that it successfully hosted an open house job fair at its South Windsor headquarters. As per officials from the company, more than 45 applicants participated and 20 percent of them got the offers. Most of the professionals were hired for regular and seasonal inbound sales representative positions in its call center. [ Read More ]
10/20/2014

Contact Center Solutions Week in Review: Dell, Opower, TeleTech Address Customer Experience

The week in contact center solutions saw the introduction by Opower of a new solution to the marketplace, the partnership of Dell and Medallia, the announcement of a new TeleTech call center in the lone star state, and the awarding of accolades to Ambs Call Center. [ Read More ]
10/18/2014
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!