The success or failure of an organization largely depends on the frontline workforce. Studies prove that customers direct interactions with contact center agents greatly affect brand reputation, profits, and revenue. Harvard Business in a recent survey discovers a difference of 240 percent annual revenue between companies whose customers rated their experiences as excellent, compared to those whose customers rated their experiences as poor.
Customer Experience
Coordinating the complexity in contact the center is a great challenge especially when you consider the number of channels and tools and the myriad of manual, reactive procedures used to get through the day. In most instances, workforce management teams spend the most part of their day manually monitoring conditions and modifying their frontline workforces in response. This activity consumes significant resources, and reacting manually makes it almost impossible to address all the issues and maximize all the opportunities.
Fortunately, new technology solutions will enable contact center leaders to unify soloed tools and operations.
They can also use data to trigger real-time workforce adjustment for a whole day. These automated actions are much more responsive and effective to business conditions than manual efforts. As it enables the frontline workforce to react in real time to opportunities such as point of lower or higher call volume, overstaffing, imbalance across interaction channels, understaffing, and individual adherence issues. An active frontline workforce is easy to adjust throughout the day to deliver a more dependable customer experience.
Engagement of Agent
Agent engagement is an often neglected but to a great extent, agent engagement is a very vital component of the customer experience. It is often believed that customers direct interactions with center agents correlate with poor customer service delivery and profit. However, customer experience still can be improved with contact center agents who ready and receive consistent face time with supervisors.
As stated previously, serving customers should take priority. In this regard, automation technology can provide the contact center agents with the capability to initiate agent training and coaching process during a time of least expected call volume. Smart contact center managers are now able to create more face to face agent and supervisor face time. Also, coaching training can have a significant impact on the customer experience, agent engagement, and attrition.
