With customer experience taking centre stage, it is becoming increasingly important to have the right technology and software to support first class service.
According to the Aberdeen report, Agent Desktop Optimisation, a lack of effective technology tools is the number one factor influencing agent experience.
In fact, companies are almost twice as likely to cite ineffective technology tools as a primary factor influencing agent experience, than agent compensation and benefits.
An e-book published by Ocular Technologies partner, Aspect, "Five workforce optimisation innovations that will change your contact centre", further highlights that "like the rest of the contact centre, the role of the agent is changing".
Agents are now tasked with helping customers across more channels, interacting with more systems and dashboards, and dealing with more complex issues as they increasingly serve fewer 'simple' inquiries.
It's impossible to fully engage and delight the empowered, mobile consumer without empowering the agents and supervisors.
Yesterday's workforce optimisation (WFO) tools were not designed for today's omnichannel contact centre, its customers or its agents.
The ability to fully maximise contact centre performance and productivity - and subsequently the customer experience - requires the next generation of workforce optimisation solutions.
Taking a critical look at WFO, Aspect identifies the five innovations within this discipline that will have a measurable impact on the kind of service agents deliver. It lists these as:
* Innovation #1: WFO for the omnichannel contact centre.
* A modern user experience for agents and supervisors.
* Mobile WFO tools.
* WFO in the cloud.
* Bridging the gap from the front office to the back office.
Contact centre agent satisfaction and engagement are often overlooked, yet they are extremely important pieces to drive superior customer experiences, states the 2014 Forrester report, Engaged Agents, Satisfied Customers.
Providing your agents with sophisticated tools, such as next generation WFO software, will empower them to provide the desired excellent service as well as create a culture of productivity.
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