This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. She writes about how contact center agents can maximize productivity and provide a better customer experience. Contact center agents are often hampered by a lack of data and resources, which undermines […]
This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. She writes about how contact center agents can maximize productivity and provide a better customer experience.
Contact center agents are often hampered by a lack of data and resources, which undermines their productivity.
Research shows that 86% of agents feel they don’t have the resources or the authority to deal with customers effectively, which hurts productivity and service quality. For example, around 20-30% of call volume in any contact center has unresolved issues, and over 60% of First Caller Resolution (FCR) attempts fail due to an agent’s inability to access the right data.
A customer experience management platform (CX management platform) can improve the quality of customer service by empowering CX agents with the data and the tools they need to provide high-quality customer service, raising agent productivity and the overall quality of service.
CX management software is an AI-driven, cloud-based platform that optimizes technical operations related to customer service.
Contact centers work with several CX vendors to meet business and technical requirements, creating a complex ecosystem where different CX platforms complete different functions.
However, this creates an ecosystem where different CX vendors are separate from each other, making it difficult for CX agents to get the information they need to provide quality customer service efficiently.
A CX management platform acts as a vendor-agnostic interface that can remove the silo between CX vendors; this creates a more transparent and efficient CX ecosystem that in turn generates several business and technical benefits to improve agent productivity.
Let’s take a look at how a CX management platform can improve CX agent productivity and reduce operating costs.
To do their jobs properly, CX agents need quick access to customer information when a customer calls.
Customer experience management platforms enable quick, easy access to customer data by breaking down the silo between CX platforms and creating a transparent environment.
Most CX management systems can automate repetitive tasks, reducing the workload of most CX agents.
CX agents have to complete several monotonous tasks that are time-consuming and not the best use of their skillset. However, by investing in a management platform, these tasks can be completed without agent supervision.
This frees up their time for more value-oriented, productive tasks, which saves time, reduces costs, and improves productivity.
There are times when contact centers need to be migrated to a different platform. However, if the migration process is not planned properly, it can disrupt CX agent productivity because the system is not as stable as it should be.
A CX management system reduces disruptions during migration.
Furthermore, the platform can minimize the disruption to work by optimizing workforce scheduling, allowing you to plan your agents’ workload around the migration process, so your agents can remain productive even as you move to a new vendor.
CX management platforms can reduce the time taken to complete certain technical operations, like system auditing and troubleshooting.
When the CX platform is down, CX engineers need to troubleshoot the cause and devise a solution to get the platform back up online. This process can take a lot of time, during which the system would be down, hurting productivity.
However, you can automate the process using a CX management platform; engineers can use the technology to speed up the auditing and troubleshooting process, reducing system downtime and making it easier to diagnose errors and resolve them.
This leads to several benefits including a more transparent CX environment that would allow engineers to operate more efficiently.
As the standards for customer service grow, it is important to invest in systems that would empower your CX agents with the necessary tools that would turn them into productive powerhouses.
A customer experience management platform provides the ideal environment for CX agents to remain efficient and productive. This would allow your organization to provide high-quality customer service in the form of higher FCR rates, lower average wait times, and better service quality.
Apira Giriharan is a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. Her experience and position give her a well-rounded view of the industry, granting her an insightful perspective on what can be a complex topic.
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.
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