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Viewpoint: Agent, customer satisfaction enhanced in cloud

Regina Pazvakavambwa
By Regina Pazvakavambwa, ITWeb portals journalist.
Johannesburg, 15 Feb 2016
The cloud is rated as an innovative technology that enhances customer experience, says Ocular Technologies' Ebrahim Dinat.
The cloud is rated as an innovative technology that enhances customer experience, says Ocular Technologies' Ebrahim Dinat.

The cloud is rated as an innovative technology that enhances customer experience. But did you know that this technology also leads to happier and more helpful agents, thus boosting the satisfaction of the contact centre agent as well?

According to Ocular Technologies' partner company, Aspect, the associated agent satisfaction through cloud technology is achieved in the following five ways:

Gives small organisations access to modern tools

Without the high fixed costs of perpetual software licences and on-site hardware, a much lower price point will enable thousands of smaller contact centres to afford state-of-the-art contact centre infrastructure, workforce optimisation (WFO) and customer self-service tools, says Robert Moore, senior manager: product marketing at Aspect. This is a seismic shift that will rock both the enterprise and the agent's world," adds Moore.

Gives mid-sized organisations access to advanced tools.

Like the above, the price of even advanced tools becomes low enough for most contact centres to afford, continues Moore.

He says, for example, speech analytics and desktop analytics might be considered luxuries for the average contact centre; however the return on investment becomes inescapable with a smaller investment afforded by cloud delivery.

This brings about better communication and an easier workflow, leading to greater job satisfaction for the agent.

Enables agents to work remotely.

Cloud-based contact centres can be accessed from anywhere at any time, so agents can work in peaceful surroundings and save time travelling to work and back - assisting the agent in achieving work and life balance and again leading to a more content agent.

Improves omni-channel engagement

The cloud makes it possible for agents to communicate with customers over a broad range of channels, including voice, e-mail, Web, chat, instant message, SMS and social media, says Moore.

Via the cloud, one agent can address multiple customer interactions on disparate channels from a single workstation, he adds.

"This increase in efficiency and ability to interact with customers in their preferred channels can make an agent's job less frustrating and smoother."

Moore highlights that for millennials, who grew up using many concurrent communication channels, omni-channel engagement is a very natural environment.

Updates software automatically

Moore says cloud delivery ensures that software is automatically and seamlessly updated, so agents always have the latest revision of software.

"This important benefit of cloud software is particularly important right now, since many contact centre and workforce optimisation software providers are in the process of redesigning their software to provide a better agent experience."

A happy agent sets in motion sounder service, which has a direct influence on the customer experience - just one more reason to consider a cloud-based contact centre.

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