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Post by shiyabul on Aug 21, 2024 4:13:36 GMT
In addition, access to experts within the organization, such as billing or accounts payable to solve a more complex issue, is needed. Providing a unified solution that brings together both customer service agents and workers within the company helps solve these issues within the first contact in addition to empowering the agents. Expert access is not only necessary but access to the right knowledge with the help of artificial intelligence (AI) helps guide agents through the interactions with helpful responses and details to effectively solve cases. Moreover, traditional methods of aiding contact center productivity, such as agent desktops and headsets, are failing by themselves to provide agents with the tools they need to deliver exceptional customer service in the hybrid work age. Traditional desktops fundamentally lack the predictive insights that real-time insights are able to provide and will only become increasingly obsolete as AI continues to take hold throughout industries. Taylor Johnson TAYLOR JOHNSON: We view agent productivity https://lastdatabase.com/ as being under a larger agent engagement umbrella because actively investing in and engaging your workforce directly translates to greater productivity (among other key outcomes, such as reduced operational costs and increased customer satisfaction). With contact center agent turnover continuing to be astonishingly high, customers are realizing how critical it is to be making the most of the investment in the workforce they’re retaining.
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