5 Ways to Empower Contact Center Agents in a Digital Environment

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In an era of rapid digital innovation such as chatbots/AI, the role of a contact center agent has become more important than ever. In this blog, we’ll explore the impact of new channels on contact center agents and five ways to empower agents.

Despite the rise in demand for a more unified experience across channels, the ability for contact centers to achieve that has been relatively low. The 2017 Global CX Benchmarking Report, stated that 58% of organizations reported their channels are being managed in silos, and 42% say channel data is not actively shared between teams.

The inability to facilitate true cross-channel workflows have left customers with disconnected experiences and growing frustrations. In this environment, a contact center agent provides a critical opportunity to re-connect with the customer and remains a top channel during their engagement journey.

According to a recent study by Google, 61% of mobile users call a business when they’re in the purchase phase of the buying cycle.  The majority of respondents would call instead of reach out online because they’re looking to get a quick answer (59%) or talk to a real person (57%). *

In fact, when asked over which channel is personalization most important, voice channel -interaction with an agent- ranks the highest. *

                                            *click-to-call-research-studies

Yet, in a digital environment, the ability for agents to service the customer has become more difficult than ever. In this recent study by Delloite’s 2017 Global Contact Center Survey, the level of difficulty/complexity in the type of service call is expected to increase dramatically as channels increase.

So how can businesses help alleviate these challenges? Here are five key capabilities to equip your contact center agent workforce with now:

KNOW THE CUSTOMER UPON CONNECTION:

One of the biggest customer complaints are agents now knowing who the customer is upon connection. This can lead to frustrated customers and long average handle times. In a cross-channel environment, the agent has to know who the customer is, how they’ve been interacted with in the past, what they may need help with, and the ability to service them quickly. To enable that, contact center agents should be equipped with the following:

  1. Advanced Screen Pops: Information provided in a screen pop must be able to show general account information (e.g. name and account number) and other information that may be related to why the customer is calling. These data filters should be highly customized based on what may be most relevant about the customer. In addition, if the customer has entered any information through an IVR prior to reaching the agent, that information should also be made available to the agent in the screen pop.
  2. Multichannel Contact History: The agent must be able to see the customer’s entire engagement journey – across all channels. The customer for example may be calling back about an email or SMS received. The agent’s ability to have insight into that interaction is key to establishing a unified experience.
  3. Simplified Agent Desktops: Long service times is often a result of an agent toggling through several applications seeking information about how to service the customer. A simplified agent desktop can help minimize that search time significantly. In addition, the ability for that desktop to link to a external sites (e.g. Google) can expand an agent’s ability to service the customer.

PROVIDE SERVICE  ACROSS MULTIPLE CHANNELS:

  1. Email/SMS Functionality: Contac center agents must also be able to service the customer across new channels. Agents should be able to send Email /SMS interactions during or after a call from their desktops.
  2. Channel Preference Management: Agents should also be able to manage and update channel preferences when speaking with a customer from their desktops. Doing so can help ensure the customer is reached how and when they want.

In today’s digital environment, agents are now faced with more frustrated, and often impatient customers, who demand immediate and highly customized service. Compounding this challenge is the rise in complexity of these service calls as a result of new channels.  Yet many agents remain ill-equipped to handle this increase in pressure. As a result, frustration occurs on both the customer and agent side. Business leaders must consider how to empower their workforce to improve the balance.

Cloud contact center solutions is helping contact centers navigate this shift with cutting-edge and cost-effective capabilities. LiveVox’s [U] Series for example, is providing contact centers with a practical approach to evolving primarily voice strategies into ROI-driven digital engagement. To learn more, click here.

How to empower call center staff to improve CX

In the era of rapid digital innovation, contact center agents play a more crucial role than ever. As new channels such as chatbots and AI continue to reshape the landscape, the ability of contact centers to provide a unified customer experience across channels has become a key challenge. The 2017 Global CX Benchmarking Report revealed that many organizations manage their channels in silos, resulting in disconnected customer experiences. You must empower call center agents with the right tools and capabilities to address this issue.

Let’s look at two key principles you can use to empower call center agents.

Know the Customer on Connection:

Agents must have access to crucial customer information upon connection to provide personalized, efficient service. Advanced screen pops can display account details, information about the customer’s reason for calling, and data collected through IVR interactions. This ensures a comprehensive view of the customer’s history and enables agents to deliver a unified experience.

Provide Service across Multiple Channels:

Contact center agents should be able to handle customer interactions across various channels seamlessly. Email and SMS functionality integrated into their desktops enables agents to send messages during or after a call, ensuring consistent service across channels. Additionally, agents should be able to manage and update customer channel preferences, respecting their communication choices.

In today’s digital environment, agents face the challenge of serving frustrated and impatient customers who expect immediate and personalized service. Furthermore, the complexity of service calls has increased due to the proliferation of new channels. Many agents feel ill-equipped to handle this pressure, frustrating both customers and agents. To address this issue, you must empower call center agents and strive for balance.

Unleashing software for agent empowerment

Agent empowerment is the key to unlocking your team’s full potential and driving success. Empowering agents starts with understanding the challenges they face in the digital era. Consider the following strategies to address these challenges and set your agents up for success.

Comprehensive Knowledge and Insights:

Agent empowerment starts with access to a wealth of customer information and insights so they can provide personalized and efficient service. Advanced screen pops should display relevant customer details and interactions, allowing agents to understand the customer’s context and history. With a comprehensive view of the customer, agents can deliver a unified and exceptional experience.

Seamless Multichannel Support:

Today’s contact centers must be equipped to handle interactions across multiple channels seamlessly. Contact center agents should be able to engage with customers through email, SMS, and other digital channels from their desktops. This ensures consistent and efficient service delivery regardless of the chosen channel.

Streamlined Workflows and Tools:

Agents often face productivity challenges when navigating multiple applications and searching for information. A simplified agent desktop with integrated tools and streamlined workflows can significantly enhance efficiency and effectiveness. Agents can deliver outstanding customer service by minimizing the time spent searching for information. Setting your team up for success will drastically improve your agent empowerment.

Continuous Training and Development:

Investing in the ongoing training and development of contact center agents is crucial. Providing them with the necessary skills and knowledge to handle complex customer interactions across various channels will enhance their confidence and performance. Regular coaching sessions, feedback loops, and access to learning resources can contribute to their growth and success.

Through agent empowerment, you can enable your team to provide exceptional service, exceed customer expectations, and drive overall success.

More tips to empower call center agents

Contact center agents are at the forefront of customer interactions and are critical in delivering exceptional experiences. By empowering these agents, you can drive growth, foster employee engagement, and ultimately achieve your performance goals. At LiveVox, we understand how important it is to empower call center agents and cultivate a culture of success, and we’re here to support you on this journey.

Let’s look at a few ways to empower call center agents for growth.

Clear Communication and Goals:

Establish open and transparent communication channels with your agents. Clearly communicate organizational goals, team objectives, and individual performance expectations. When agents understand the bigger picture and their role in achieving it, they feel empowered and motivated to contribute to the overall success of the contact center.

Recognition and Rewards:

Recognize and reward agents for their outstanding performance and achievements. Implement a recognition program that celebrates individual and team accomplishments. This fosters a positive work environment and motivates agents to strive for excellence.

Collaboration and Supportive Environment:

Encourage collaboration among agents and create a supportive work environment. Foster a culture where agents can share best practices, seek assistance, and collaborate to solve customer challenges. By promoting teamwork and creating a sense of community, you empower agents to succeed collectively.

Empowerment through Technology:

Empower call center agents by providing advanced contact center technologies that enhance their productivity and effectiveness. Provide them with intuitive agent desktops, integrated tools, and real-time access to customer information. These capabilities empower agents to deliver personalized, efficient, seamless customer experiences.

By implementing these strategies and creating a culture of success, you can empower call center agents on your team and drive exceptional results.

Shortcuts to empower your digital services

Let’s dive into some methods that will help you empower your digital services.

Embrace Digital Channels:

Recognize the growing importance of digital channels in customer engagement. By embracing channels such as chatbots, AI, email, and SMS, you can offer customers a seamless and personalized experience across multiple touchpoints. Invest in the technologies and platforms that enable efficient management of these digital channels.

Enable Omnichannel Capabilities:

It’s time to transition from managing channels in silos to adopting an omnichannel approach. Ensure customer data and interactions are seamlessly shared across channels, providing a unified view of each customer’s journey. This will empower your digital services, helping your team to deliver consistent, personalized experiences regardless of the channel customers choose to engage through.

Leverage Advanced Analytics:

Harness the power of advanced analytics to gain deep insights into customer behavior and preferences. Utilize data analytics to identify patterns, trends, and opportunities for improvement. You can make data-driven decisions and optimize your contact center operations by leveraging these insights.

Implement Automation and AI:

Leverage automation and AI technologies to streamline processes, enhance efficiency, and augment agent capabilities. Implement chatbots and virtual assistants to handle routine inquiries, freeing agents to focus on complex, high-value interactions. Automation and AI can significantly improve response times and customer satisfaction.

Foster a Culture of Innovation:

Encourage a culture of innovation within your contact center. Foster an environment where agents are empowered to suggest improvements, experiment with new technologies, and contribute to the continuous evolution of your contact center. Embrace a mindset of continuous learning and adaptation to empower your digital services.

By embracing the digital revolution and empowering your contact center for the future, you position your organization for long-term success in an increasingly digital world. LiveVox’s innovative solutions and expertise can help you navigate this transformational journey and unlock the full potential of your contact center. Learn how LiveVox can empower your digital services and drive contact center success.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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