Humanoid or Interested Agent?

Help agents deliver a warm personalised quality experience every time

A business focussed on customer loyalty and retention makes good financial sense. It costs 90% less to keep loyal customers than gain new ones (CIM study). Administration of existing customer relationships costs less too!

Customers are happy to use technology to handle simple self-service. But when they face a complex request, they want to know the agent helping them is a ‘real person’, and not a robot. They expect 100% attention that will resolve their queries straight away. Not only this but a personalised and caring approach too.

Agents in multi-skill multichannel contact centres are under pressure. Typically they access more than seven screens and follow many processes during each interaction. They concentrate on multiple screens and applications and must complete drop-down boxes and notes fields. The ‘stuff’ they have to do makes it really hard for them to also be attentive and tailor their conversation.

If every agent is as good as your best agent, you know that customer satisfaction scores will increase. Reviewing quality and performance outcomes may regularly prompt you to consider “to script or not to script”. While scripts may help agents stay regulation compliant, you know that customers dislike the robot on the line

Use technology and help agents to shine

Integrate your systems and have Agent Guidance provide the context for inbound contact. Based on the chosen queue, skill and/or caller identity, you will be able to inform your agents in advance. The agent has a relevant Agent Guidance screen pop them the right information together with what to say, and what to do even before the call is even answered. Simplify your agents’ experience as you create a smoother journey for the caller.

Supported agents achieve greater customer satisfaction

Agent confidence improves as they use the step-by-step dialogue in the guide. They respond naturally, and easily manage the required processes. They only see the information they need, as the solution follows the correct process through each call. Agents know the next step will be there just as they need it, they relax and forget about managing a script. It’s easier for them to be flexible and handle multiskilled tasks.

This consistent support reduces their attention fatigue and improves their morale too. The whole team wins, as you reduce call durations, staff training and staff attrition.

Set your agents free to confidently give customers the experience they deserve.

Deliver efficiency and customer satisfaction as you enable customers to conveniently self-serve for routine tasks. Use artificial intelligence to support customers along their journey. However, when trouble strikes or if customers need to solve a complex situation, they want a skilled empathetic agent to make the difference.