Your agents are your most effective and most expensive ‘hardware’ in your contact centre. To achieve your contact centre business and profit goals you need to make sure they have the right tools.
Linearity breeds contempt
Nobody is a fan of scripted calls. Traditional scripts are linear and inflexible. They make agents sound like robots when they should be displaying empathy and building rapport.
Most agents are forced to follow scripts, even those not relevant to the conversation in hand, and most calls need to deal with multiple issues which traditional scripts have a hard time facilitating.
Focus on the customer
Where the agent has no guide through the call, the job can become even more difficult. Rather than concentrating on the conversation with the customer, the agent is trying to remember processes and interact with multiple systems to access and update information.
For the best customer journey, you need an intelligent, dynamic workflow that gives agents freedom and guides them through transactions quickly. They need a smart SatNav system, not an unresponsive route map.
Flexible call navigation
If you change your destination whilst driving, or make a detour, your SatNav recalculates the best route in real-time.
Similarly, the best contact centres employ flexibility, branching workflows rather than rigid scripts. These workflows guide agents through calls. Most importantly, they allow agents to focus on the customer rather than systems and processes.
Powerful drag-and-drop workflow creation
Infinity’s workflow designer software allows you to build flexible workflows using a simple drag-and-drop graphical interface. No coding is required so your Operations Team can build their own workflows and incorporate the right information without bothering the IT department.
Create easy-to-follow screens that only present agents with the steps necessary to complete whatever processes are required for each interaction type. Irrelevant steps can be skipped or not presented at all. If multiple issues need to be handled, the workflow can branch from one process to another if required.
Workflows can even be created to handle other types of contacts, such as emails and chat sessions, and back office processes.
The only interface your agents need
Enable faster, more natural calls, more efficient problem solving, increased sales opportunities, better NPS and customer satisfaction scores and reduced training as agents only need to learn from one system.
Give your agents the right tools and give your customers a Good Call, every call.Carl Adkins, founder of Infinity CCS
