Empowering People to Deliver Excellent CX Related Articles Call Centre Quality Assurance: How to Create an Excellent QA Programme How to Achieve Excellent Customer Service Through Coaching 14 Techniques for Excellent Call Centre Customer Service 100 Great Staff Incentives to Motivate Your Team © Chay_Tee - Shutterstock - 1496304221 186 Filed under - Industry Insights, Sabio At Disrupt 2023 in the UK, Sabio interviewed Jennifer Wells, VP of Customer Experience at Transcom, on the benefits of empowering contact centre advisors to help deliver excellent CX. Arm Advisors with The Most Up-To-Date Technology Arming agents with the most up to date technology is critical for them to provide good customer service. What we’re finding is that if we’re implementing technologies like agent assist, for example, that the agents feel more comfortable in handling the customer interaction and the more comfortable they are the better customer experience. Listen To Your Advisors You know, I think one of the first things we need to do is listen to our agents. Our agents are so smart; they have so much intelligence in how they’re handling the customers and in what customers are asking for. So, if we could just take time to pay attention to them, I think that we would improve our customer experience immensely, and we’ll also improve the technology that supporting the agents. Innovation Has Changed The Advisor Experience Innovation has certainly changed the experience of the agent. Just by implementing new technology it’s giving the agents more information, quickly, so that they can help handle the customer inquiries. Improve Advisor Efficiency Keep everything in one tool. Right now, agents are having to deal with so many tools all at the same time and so the more we put into one tool, the better. We have our coaching, our quality, our chats, timekeeping, attendance and knowledgebase all in one place. It just helps the agent be more efficient, and we’re also doing a lot of recognition for agents in that space as well. For more information about Sabio - visit the Sabio Website About Sabio Sabio Group is a global digital customer experience (CX) transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Malaysia, Singapore, South Africa and India. Through its own technology, and that of world-class technology leaders such as Amazon Connect, Avaya, Genesys, Google Cloud, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels. Read other posts by Sabio Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: Sabio Published On: 17th May 2023 Read more about - Industry Insights, Sabio Recommended Articles Call Centre Quality Assurance: How to Create an Excellent QA Programme How to Achieve Excellent Customer Service Through Coaching 14 Techniques for Excellent Call Centre Customer Service 100 Great Staff Incentives to Motivate Your Team Related Reports Flyer: Wellbeing Starts with Your Workplace Flyer: Placing Interaction Analytics at the Heart of CX Improvement Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter