Perfecting Your Digital Agent Workplace

5 Tips For Maximising Your Contact Centre's Potential

2020 has exposed the need for affability, agility and resilience within the contact centre. Agents need the tools to engage and respond with customers effectively, across every touch point and within SLA. The simple truth is… in 2021 there’s no excuse for providing anything less!

Below are 5 key areas that every contact centre should have covered, to maximise their Agents’ potential:

1. A Transparent, Cross-Channel, Conversation History

When a customer has a problem, they go in search of a solution. They’re not thinking whether their preferred method of contact is aligned with yours… They simply use the one that’s most convenient for them. Unsupported channels and disjointed customer interactions result in customer churn. Therefore, transparency / visibility across channel is essential.

Within DigiDesk, whether it’s a voice call, an email, a live chat session, a customer review, or an interaction across social media; agents have the tools to expertly manage the conversation and uplift the customer experience in the process.

Read our article: Creating Consistency Across Channel…

A visual example of DigiDesk's cloud contact centre, engagement console

1. A Transparent, Cross-Channel, Conversation History

When a customer has a problem, they go in search of a solution. They’re not thinking whether their preferred method of contact is aligned with yours… They simply use the one that’s most convenient for them. Unsupported channels and disjointed customer interactions result in customer churn. Therefore, transparency / visibility across channel is essential.

Within DigiDesk, whether it’s a voice call, an email, a live chat session, a customer review, or an interaction across social media; agents have the tools to expertly manage the conversation and uplift the customer experience in the process.

Read our article: Creating Consistency Across Channel…

A visual example of DigiDesk's cloud contact centre, engagement console

2. Agent KPIs

Agents should have sight of their performance, alongside the ability to measure it against a range of KPIs (key performance indicators), and a defined SLA mapping personal duration and response time.

Agent Workplace, within DigiDesk’s Cloud Contact Centre Solution, enables agents to proactively monitor their KPIs and SLA, in real-time. They can also track agent-linked CSAT scores, and review / onboard unassigned mentions, across every available channel.

3. Agent-to-Agent Chat

Agent-to-Agent chat encourages the giving and receiving of support & assistance between agents. DigiDesk’s dedicated Agent-to-Agent Chat channel can improve productivity and motivation whilst encouraging collaboration between agents and teams. From a supervisors perspective, each interaction between agents is recorded and archived within our audit trail.

4. Agent Knowledge Base

Ready access to a series of Agent FAQs (Frequently Asked Questions) should be standard practice in all contact centres. DigiDesk’s Agent Workplace allows agents to review a series of helpful FAQs, on-demand, without effecting their flow.

Our intuitive self-care agent knowledge base has a range of real-time widgets and reports, showing the number of articles being viewed, agent-driven article ratings, and the search terms being entered – with advanced text analytics – to help shape future improvements and additions, etc.

Read our article: DigiDesk Launches Agent Knowledge Base…

5. Integrated Scripts

A good script can help less experienced agents engage with customers by preparing best-practice answers, or talking points, to the most frequently asked questions. The benefits of a carefully considered script are many. They can help to reduce the likelihood of mistakes, encourage consistency across processes, build agent confidence and reduce training time. Ultimately, any tool designed to positively impact the customer experience and reduce agent handle time should be worth your consideration, but integrated scripts and an innovative agent knowledge base should be right up there on your list of priorities.

DigiDesk can integrate multiple scripts, for inbound and outbound calls, within the agents engagement console. They can work in tandem with our Agent Knowledge Base too, providing comprehensive support, to further enhance the level of service your agents are able to provide.

For more information on our comprehensive cloud contact centre solution, or for questions relating to our integrated digital solutions, like Live Chat, CSAT Surveys and DigiDesk dynamic FAQs software, simply get in touch with a member of our team.

We look forward to hearing from you…

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