Post by shiyabul on Aug 21, 2024 4:13:55 GMT
TAYLOR JOHNSON: The need for agents to be more productive isn’t a novel idea — contact centers for decades have wanted to get the most from their workforce investment. However, the context of the agent productivity conversation has drastically changed since the pandemic. As agents left the office and were forced to WFH many companies quickly realized they lacked the technology infrastructure needed to support these agents outside of the confines of the physical contact center.
Additionally, as customers’ lives were equally https://lastdatabase.com/ upended, their expectations quickly shifted to an always-on, personalized service approach amidst the chaos of the pandemic. Things like flight cancellations, product returns, troubleshooting, or even sensitive customer service calls to financial institutions quickly became overwhelming for even some of the most advanced contact centers and their agents. The question behind agent productivity shifted from “how can we get our agents to do more in their day?” to “how can we free agents from focusing on repetitive tasks or inquiries and empower them to be more productive by fielding higher priority, higher value service engagements?” “… THE CONTEXT OF THE AGENT PRODUCTIVITY CONVERSATION HAS DRASTICALLY CHANGED SINCE THE PANDEMIC.
” —TAYLOR JOHNSON To address this new approach to agent productivity, we’ve seen significant interest and adoption of cloud contact center as a service (CCaaS) technologies
Additionally, as customers’ lives were equally https://lastdatabase.com/ upended, their expectations quickly shifted to an always-on, personalized service approach amidst the chaos of the pandemic. Things like flight cancellations, product returns, troubleshooting, or even sensitive customer service calls to financial institutions quickly became overwhelming for even some of the most advanced contact centers and their agents. The question behind agent productivity shifted from “how can we get our agents to do more in their day?” to “how can we free agents from focusing on repetitive tasks or inquiries and empower them to be more productive by fielding higher priority, higher value service engagements?” “… THE CONTEXT OF THE AGENT PRODUCTIVITY CONVERSATION HAS DRASTICALLY CHANGED SINCE THE PANDEMIC.
” —TAYLOR JOHNSON To address this new approach to agent productivity, we’ve seen significant interest and adoption of cloud contact center as a service (CCaaS) technologies