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Product Whitepaper:
Streamline Business Processes, Maximize Agent Performance and Enhance the Customer Experience
Not all contact center agents are created equal, so how do you level the playing field to ensure maximum performance and productivity while delivering a seamless customer experience that doesn’t sound scripted and robotic?
Cloud technologies can help bridge the gaps within your contact center. This product whitepaper demonstrates how CorvisaOne® Workflow automation tools streamline business processes and equip agents with the information they need to deliver consistent, accurate messages and outstanding customer service – regardless of experience, skill set or location.
STREAMLINE BUSINESS PROCESSES, MAXIMIZE AGENT PERFORMANCE AND ENHANCE THE CUSTOMER EXPERIENCE
Your Agents: What Customers ExpectAs defined by Gartner1:
Using this definition as a starting point, it’s
easy to understand why the contact center is
integral to the customer experience. It is often
the customer’s interaction with a contact center
agent – no matter the channel (e.g., voice, chat,
SMS) – that will make or break satisfaction,
loyalty and advocacy, as well as dictate the rise
or fall of profits.
With so many vendors competing for customers’
business, it’s essential that agents deliver an
outstanding experience with every touch point. A
recent study of U.S. consumers2 (detailed below)
indicates what’s most important – and most
frustrating – when dealing with agents:
“Customer strategy and experience management involves designing and reacting to customer interactions to best meet or exceed expectations, and to increase customer satisfaction, loyalty and advocacy.”
Contact Center Essentials: What Customers Want
Good Conversation49% said businesses need to have agents who speak clearly and
are easy to understand.
Humans, Not Robots80% said their customer service calls feel scripted and robotic.
1 Customer Strategy and Experience Management Key Initiative Overview. 14 March 2014, G00262942, Analyst(s) Jenny Sussin. Gartner Subscribers can access the report here.2 CorvisaCloud polled 1,214 individuals via an online uSamp survey between Aug. 25-28, 2014. The margin of error is +/- 2.98 percentage points.
“Low agent turnover rates are those that are below 20% a year, and some contact centers have turnover rates as low as 5%. Turnover rates higher than 50% are considered high, and some contact centers have attrition rates of more than 100% a year.”4
3 CorvisaCloud polled 1,214 individuals via an online uSamp survey between Aug. 25-28, 2014. The margin of error is +/- 2.98 percentage points.4 Contact Center Agent Turnover is a Fact of Life That Must Be Tracked and Managed. Kate Leggett, Forrester Research blog. May 6, 2013.
STREAMLINE BUSINESS PROCESSES, MAXIMIZE AGENT PERFORMANCE AND ENHANCE THE CUSTOMER EXPERIENCE
Workflow and contact
center technologies should
not have to run parallel to
one another. CorvisaOne
Workflow was designed to
deliver a cohesive, automated
experience that makes both
agent training and ongoing
script changes easier and
faster. Most important, it
gives you the flexibility to
create and run processes that
work for your business now,
tomorrow and in the future.
1. When was the last time you re-evaluated your processes?
2. How are your current processes being dictated or limited by your current technology?
• Where are you falling short of company objectives or what’s holding you back from growth?
• What struggles or concerns are your customers having when they interact with your business?
• Where are there gaps in efficiency?
3. Are you interacting with customers the same way you did two years ago? Five years ago?
4. What is your cost of training?
5. What is your cost of sales and/or customer support?
6. Are you tracking effectiveness?
• Support/Inbound: Are your agents able to answer challenging questions or do customers need to be transferred multiple times? What’s your first call resolution rate? Average hold time?
• Sales/Outbound: How long does it take your leads to go from one status to the next? What are your closing rates? What is your average wrap time?
STREAMLINE BUSINESS PROCESSES, MAXIMIZE AGENT PERFORMANCE AND ENHANCE THE CUSTOMER EXPERIENCE
SummaryYour contact center is a key component, if not
the centerpiece, of the customer experience.
It is often the customer’s experience with an
agent that will make or break brand loyalty and
dictate the rise or fall of profits. Contact center
managers must balance customer expectations
along with the need to equip every agent
– regardless of their experience or location –
with the training and tools needed to deliver
outstanding service. The cloud-based workflow
automation, call guidance and collaborative
co-browsing tools offered by CorvisaOne
Workflow can go a long way to help not only
train and coach employees, but also increase
productivity and reduce costs.
Learn more about what these tools can do
for your organization. Contact us for an initial
discovery session.
About CorvisaCloudCorvisaCloud brings customer success to the heart of every business interaction through our cloud-based communications platform, contact center technologies and consulting services. We help businesses work smarter, save money and make customers happier… and with our passion for service, we make getting there an enjoyable experience.