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

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
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!