Regardless of whether you think the future of Contact Centres lies in self-service, interaction management or agent productivity, there is a common solution: to improve access to information. Most Contact Centre operators already know this. A recent Deloitte and Touche survey shows that Contact Centre operators list Management Information Systems (MIS) and reporting as two of their top five technology gripes.
New age Business Intelligence (BI) tools like Progress Software’s EasyAsk promise to change this by making BI much more accessible. The tool, which is implemented by QBCon, delivers Contact Centre wish list items such as improved agent knowledge and decreased call-handling times.
EasyAsk increases the number of calls an agent can handle by giving them access to the information they need instantly, without any additional training. The software simplifies the BI process by interpreting natural English questions and translating these into meaningful answers. By asking questions in natural English, the agent can handle ad hoc queries while the caller is online, thereby answering queries that would otherwise have required a call back.
Contact Centre managers can make short-term and medium-term business decisions using the same tool. Managers can ask questions that are relevant to management. Just imagine getting the answer to: “show me the agent who handled the most calls in the last hour?” or “which topics keep agents online the most often?”
One Contact Centre that does this with great success is Europ Assistance. QBCon implemented EasyAsk at Europ Assistance in under a week. The company provides medical, legal, roadside and funeral assistance to a variety of clients. EasyAsk helps Europ Assistance to allocate resources to ensure optimal interaction management and consequent customer satisfaction. These EasyAsk benefits are in accordance with the trends identified by in Dimension Data in their quarterly review of the industry.
EasyAsk promises to empower those who make the small decisions that make a huge difference to the customer’s experience and the agent’s productivity.
Subscribe to:
Post Comments (Atom)
No comments:
Post a Comment