You might be asking yourself, “Why is employee engagement such a hot topic this year?” Given the sheer volume of time and money spent on all things digital self-service over this past decade, one would think call centers would be left with nothing to do. Quite the contrary. While some of the easy calls have been diverted to self-service channels, contact center agents are finding themselves fielding more complex call types and often dealing with grumpier customers on the line who just finished bouncing around a disconnected omnichannel journey. More than ever, these interactions demand the most from your employees but have you set them up for success?
Let’s pose the following question, “When it comes to your favorite mobile or self-service experience, what apps… platforms… or companies come to mind?” Thinking about your favorite apps, what factors make using them an enjoyable experience? Chances are traits like easy and quick access to the right information and convenient, must-have guidance are a couple of them. Of course, it doesn’t hurt when apps are also fast, dynamic, intuitive and designed well.
Now pose those same questions to your agents, but substitute “self-service experience” with “desktop experience” and it’s likely the response will be much different. It would mirror the same feedback we’ve received from 100+ contact centers over the past 10 years, and contains the following words and phrases: complex, cluttered, hard to learn, frustrating, disparate, not intuitive and ancient. Imagine your customers providing similar feedback about your self-service channels. Not only would your adoption rate be zero percent, but the number of customers you have would quickly trend toward zero as well.
Live interactions aren’t going away anytime soon, in fact, expectations are higher than ever! Now is the time to stand out from the rest and lead your agents down the path of optimization and automation by transforming employee experiences with digital solutions. Let us help you unburden your agents with this infographic, where we have highlighted some of the issues faced by them and how to best solve these with intelligent automation.
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