Agent Productivity
Agents are the most valuable - and expensive - tool in the contact center. With proliferation of self-service, the contacts that agents do receive tend to be more complex, and require more information and more personal attention than the simple issues that have been diverted to self-service.
More than ever, agents need tools to maximize the potential of every contact. Without them, agents are left to navigate among as many as 20 systems to find relevant information for each contact they receive. This increases handle time. Worse, it denies the agent critical information needed to resolve the issue, make the sale, or retain the customer.
Standards-based software platforms provide a new level of integration between the contact center and the rest of the enterprise. This integration is more flexible, and accomplished at lower cost than with older TDM systems. This makes it possible to:
- Intelligently route a contact based on data from across the enterprise to the agent who can best meet his or her needs.
- Proactively pop customer history, reminders, cross-sell and up-sell opportunities, and other information directly to the agent desktop.
- Using a desktop organization tool, automatically open, size and place application windows on the agent desktop during contacts. The Intervoice Shutters® tool has increased agent productivity up to 30% for Intervoice customers.
"Many applications that were possible under TDM are simply less expensive and less onerous to deploy under IP." - Frost & Sullivan
Intelligent routing and rapid access to relevant information improve first-call resolution and customer satisfaction. Each customer connects with the agent most qualified to address their issue. Each agent gets the information most relevant to the contact.
Agents are more productive, more satisfied, and better able to meet their KPIs. In an industry where agent churn averages 30% worldwide, equipping agents with the best tool is a solid business strategy.