to form the building blocks of the perfect customer experience. ... A 2016 academic study found that the quality of tech
M The integration of multiple channels eliminates the need for separate systems.
Information Quality - Accurate and accessible information. System Quality - Reliable and efficient system. Internal Service Quality - The quality of training, incentive programs and employee welfare. TTF (TaskTechnologyFit) - How well the functionality of the technology enables the completions of the task at hand.
TECHNOLOGY
Records and stores every customer interaction within the platform.
Routing multiple channels to a single queue. Customizable reports and analytics provide actionable insights unique to the needs of the contact center.
The use of computers and applications to manage phone calls. For example a browser-based phone.
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Phone calls are transcribed into text format. An application program interface (API) that uses HTTP requests to GET, PUT, POST and DELETE data.
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Discover how technology and agents come together to form the building blocks of the perfect customer experience.
A 2016 academic study found that the quality of technology used by contact center agents directly correlates to their job satisfaction and stress level. In other words, effective technology, happy agents. Ineffective technology, stressed agents.
Customized platforms allow companies to build unique solutions to improve their customer service.
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Provides agents and supervisors the ability to review calls to pinpoint strengths and weaknesses.
A study concluded that CTI and App integration had a 21.97% positive impact on cost per call and Advanced Reporting Analytics had a 20.60% positive impact on cost per call.
Multiple customer interactions can be handled at once.
Provides instant feedback and coaching opportunities.
Real-time Agent Feedback Tools
Agents who are crossed-trained on several channels are more efficient. It also maximizes agent productivity.
Agents can move seamlessly between channels during a customer interaction. It empowers them to solve issues quickly, and improves FCR (first contact resolution).
The researchers discovered that four quality factors of technology determined the level of confidence agents have in the technology they use and their capability to use it effectively.
Supervisors can evaluate and improve agent performance using real-time and historical data.
Helps agents develop their product knowledge and customer service skills.
Consolidated systems reduce the number of windows agents have to work in.
Allows contact centers to pull data from several sources or software programs into one singular platform.
Quick access to customer data gives an agent instant insight into customer’s account history.
Great resource for training topics and workflows to help improve agent performance using actual customer calls.
Transcriptions
AGENT BENEFITS
Agent doesn’t have to ask customer to re-explain previous interactions in order to solve their issue.
The integration of telephone and applications into call center software.
Training tools, like transcription and call recording, that are used to improve employee performance.
When the quality of these four factors were high, the emotional labor performance of the agents was significantly improved. The agent was more capable of caring for, and addressing the needs of the customer. The agents, empowered by the technology to do their job well, were more satisfied in their work and their performance improved. Conversely, low quality of the four factors resulted in decreased performance and job dissatisfaction.
Adding external applications to the software.
The ability to manage telephone calls within the software.
A feature that automatically displays all of the relevant caller and account information on a call center agent’s screen during a call.
Data syncing across networks in the actual time during which the process occurs.
Tools used to monitor agents as they work. Includes call recording and listening.
At Sharpen, we have the communication tools to make your contact center agents more effective and improve your customer relationships. Need to know more, download our whitepaper.
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Customer Satisfaction Issues Based on the findings of the aforementioned study, improvement to agent efficiency and satisfaction is highly dependent on the quality of the technology being used in the contact center. Without it, agents struggle to solve issues quickly, which leads to poor customer experiences. [onlinepresent.org]
