Part of the improved CX experience revolves around improving the agent experience, and businesses are looking for ways to maximize the personalization and effectiveness the live human agent can bring.
So, how do you do it? “Take advantage of technology to provide real-time information to the agent or the representative, so they can better resolve the issue,” explained Scott Brown. That means having a seamless way to get information to resolve issues and having the tools and systems agents can rely on.
“Empowering the agents means making sure that again that they have the tools and systems to do their jobs appropriately, which means truly valuing that customer experience.”
“Self-service, ironically enough, helps make that possible, because it frees agents up from having to handle highly repetitive cases,” said Mahesh. “If we can eliminate 50 to 60 percent of the issues before they go in front of an agent, the agents can focus on the more complex use cases. We’re seeing a tighter integration between data and contact center platforms that allow the agents to be smarter, better, and faster.”