By making better, more efficient tools available to your team, you’re benefiting both your agents and your customers. The best customer experience (CX) enhancements have always been informed by data and making that data more easily accessible to your agents could be one of the keys to improving the overall experience.
Without customer data at the ready, agents are forced to restart the data-gathering process — frustrating customers and slowing time-to-resolution.
Agents aren’t the only ones asking for a more streamlined process. Customers want the organizations they interact with to have a better ability to pick up a conversation where it left off — regardless of the channel it started on. It’s now undeniable: pleasing your customers is more likely when you have a strategy in place to create one streamlined conversation across the entire omnichannel contact center experience.
Contact Center Experience Strategies
In spite of every technological advancement made in the past decade, many contact centers are still facing the same problems. Consumers continue to report frustration from long call-in wait times, inefficient service routing, or a disjointed experience when switching between channels or support staff. To truly transform a contact center, more organizations must adapt the simple solutions that already exist and be prepared for those that are coming down the pipeline.
As we look to the near future, a number of new tools are already in development, and they’re sure to make an impact on the early adopters. At TTEC Digital, we have an eye on listening technology that serves up answers for agents without necessitating a manual search.
Most contact centers are equipped with customer relationship management (CRM) platforms, and many agents have access to a variety of other tools for customer data management. But oftentimes, organizations underestimate the impact switching between tools and desktops can have on efficiency.
A unified desktop experience offers the opportunity to avoid unnecessary inefficiencies. A single dashboard, curated with all of your organization’s essential tech solutions, can save your agents time and duplicate data entries.
Despite these technological advancements, one thing remains the same — your agents are one of the most important pieces of the puzzle. Agents that are empowered to deliver better experiences are irreplaceable, but many organizations still fail to provide the necessary authority to their agents.