Is display screen switching hurting your contact heart agent expertise?



Highlights:

  • Display switching can damage your contact heart agent and buyer expertise.
  • Brokers typically lack the proper instruments for his or her jobs, and prospects typically don’t get the solutions they want on the primary name try.
  • RingCentral’s all-in-one cloud-based communications resolution consolidates agent screens and instruments to simplify their job and make them extra productive and glad.

Are your contact heart brokers always screen-switching? If that’s the case, that is seemingly a degree of rivalry for them, which may trickle all the way down to prospects and have an effect on their expertise.

In distinction, when contact heart brokers have the suitable instruments at their disposal, agent and buyer experiences enhance. In flip, productiveness and satisfaction soar.

Right here’s why contact facilities ought to discover methods to consolidate agent effort with out the necessity to change backwards and forwards from one software to a different.

The state of the trade

These statistics spotlight the numerous challenges contact heart brokers face in the present day:

Contact heart brokers use too many screens

Contact facilities that use outdated platforms drive their brokers to make use of too many screens and apps. From taking primary calls, to cross-selling promotions, and every part in between, oftentimes brokers might really feel as if they should faucet into totally different sources to get the data they should efficiently resolve points and reply queries.

When brokers have to change amongst a number of apps on one name to get the data they want, calls can take longer than mandatory, and buyer personalization turns into harder. In flip, brokers are left burnt out. Brokers can simply develop into disengaged at work after they really feel like they’re being pulled in too many instructions.

When brokers aren’t glad at work, turnover charges can spike. On common, contact facilities exchange between 30-45% of their brokers yearly, leaving administration spending time, effort, and cash repeatedly recruiting and coaching new hires.

As an alternative, contact facilities needs to be spending their sources to enhance agent retention and maintain agent turnover charges low. This improves agent satisfaction and retains prospects glad, too. When brokers are scrambling to get the solutions prospects are on the lookout for, callers are left lower than glad.

Brokers’ perceived lack of product data can frustrate prospects on the lookout for assist. Roughly 60% of shoppers who don’t get the extent of customer support they count on usually tend to cease doing enterprise with an organization, based on a Microsoft customer support survey.


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Implementing progressive options is vital

To make sure brokers are acting at their finest and maintain prospects glad with the assist they get after they attain out to a contact heart, trendy cloud-based contact heart options needs to be critically thought-about. Firms ought to implement less complicated, extra streamlined platforms that make it simpler for patrons to achieve a assist consultant and simplify the job of the agent.

That is particularly essential during times of name quantity spikes. When calls enhance, quicker routing and communication channel administration is significant.

Consolidating screens and apps into an all-in-one resolution can higher equip brokers to supply optimum service to callers. All that is attainable with the implementation of a cutting-edge, digital cloud-based resolution that RingCentral affords.

Listed here are a couple of actionable steps contact facilities can take proper now to enhance contact heart agent expertise, significantly on the subject of bettering know-how within the office.

Go digital

To release brokers from redundant duties and finally decrease buyer effort, contact facilities ought to go digital first. AI instruments like chatbots can reply easy questions and resolve primary points earlier than a buyer is routed to the suitable agent for extra assist.

Implement one desktop

Siloed groups lack collaboration amongst all staff in a contact heart. This disconnect could be irritating for staff and finally inhibit buyer centricity. It might additionally make coaching staff in a number of methods far more cumbersome. As an alternative, all brokers needs to be linked — regardless of the place they’re working from — by using one digital, cloud-based, omnichannel platform.

Leverage automation

Break the cycle of boredom that sometimes stems from primary, repetitive duties by using automation.

Let’s check out one explicit case examine by which RingCentral’s options helped revamp and vastly enhance communications.

Case examine: Texas Christian College makes use of RingCentral to enhance workers mobility and scholar communications

After relying on decades-old telephony infrastructure that hindered processes and workflows, the management crew behind Texas Christian College lastly determined to make some vital upgrades and implement a extra trendy cloud-based platform from RingCentral.

Migrating workers to a extra refined resolution allowed staff to subject calls from any machine and from wherever they occurred to be working. The added flexibility and mobility that RingCentral’s cloud-based resolution proved to be indispensable, significantly in the course of the current well being disaster when companies had been pressured to stay in lockdown for prolonged durations of time.

Even those that labored remotely had been simply capable of talk and collaborate from residence, very similar to they’d have had they been engaged on campus. Workers may make calls on their cell units and faucet into the system remotely.

TCU additionally made good use of RingCentral’s built-in SMS functionality. Workers and school can now seamlessly talk with college students by textual content with out the necessity to hand out private cell numbers. For the reason that SMS operate is constructed into the cell app, workers can use their work numbers to speak successfully, thereby enhancing each workers and scholar expertise.

Modernize your contact heart with RingCentral options

Get rid of display screen switching with an all-in-one, cloud-based resolution from RingCentral. Join SMS, video, cellphone, and electronic mail, simplifying the job of your brokers and finally selling impeccable customer support.

Communicate with a customer support consultant in the present day to request your free demo and see the way to enhance your agent expertise with the suitable instruments.

Final Modified Apr 26, 2022


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