Customer expectations are higher than ever. According to a Salesforce report, 84 percent of customers say the experience a company provides is as important as its products and services.
How can your business benefit and use a UC integration to increase efficiency?
Let’s take a look at 3 tips to help increase efficiency throughout your contact centre:
1. Enabling Real-Time Collaboration
As products and services become more complex, so do the questions that come along with it. Customers are contacting your business and are expecting answers.
However, agents do not necessarily have all those answers. For more complex issues, knowledge base articles can only help so much and can lead to agents reading while the customer waits in awkward silence.
The answer? Agent-Expert Consultation.
Agents are enabled with access to subject matter experts in real time to help answer those complex questions from customers.
Provide your agents with the help they need from experts within the organization to relieve the pressure they feel to quickly resolve a customer’s issue on their own.
Empowering them with the technology they need to engage an expert means they don’t have to have all the right answers and won’t be afraid to collaborate as a collective organization.
2. Enhancing the Address Book
Agents now have access to experts, but what good is it if they can’t find the right expert? Through a UC integration, agents not only see contacts in a single consolidated directory, but also grouped by department.
Instead of agents searching through the whole directory, which in many companies is hundreds if not thousands of employees, agents can easily search using the department filters.
Agents can apply the filter for the particular department they are looking for and see the presence (availability) of each expert.
3. Education for Your Agent
Agents are the front door to your business but are not always in the position where they know or have the right answers off hand. That’s where agents utilizing an expert can help improve not only your agents’ knowledge but also your knowledge base articles.
For example, an agent receives a call about a new product the company just released. The agent looks into their knowledge base articles and cannot find any information as the product is so new. The agent quickly finds the right expert and conferences them in to help with this new product question.
As the contact centre is not equipped with the product being so new, the agent listens in to further understand the details. The agent now has the knowledge learned from the expert to help create a new knowledge base article for the other contact centre agents to benefit from.
Instead of transferring to the expert over and over, the issue is now able to be resolved within the contact centre – decreasing call handle times.
This blog post has been re-published by kind permission of Five9 – View the Original Article
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About Five9
Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO, and AI to increase agent productivity and deliver tangible business results. Find out more about Five9
Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.
Author: Five9
Published On: 16th Jun 2021
Read more about - Guest Blogs, Five9
