Let’s hear it for the contact centre agent!
Once upon a time they were cast in the role of one-dimensional crisis manager tasked with creating a protective barrier between a brand and its dissatisfied customers.
Today, they are sophisticated multi-taskers - completely key to the success of every enterprise and with the ability to positively impact every facet of an organisation; from operations to revenue to brand reputation.
Of course, to really deliver, they must have the right tools at their disposal.
The always-on, omnichannel nature of the modern communications environment has revolutionised the way consumers interact with their favourite brands, and enterprises must be able to respond to the associated challenges.
However, to succeed, they must not only consider the communication experience from the customer’s perspective (critical though that is). The agent experience, too, must be a rewarding one: as simple, slick, and satisfying for them as it is for those with whom they interact.
All of that is reliant upon deploying a contact centre solution that ticks all of those boxes and more.
“Agents used to be seen just as a cost to a business, but now they are highly-valued net contributors – that is why equipping them with the smartest tools possible make such sense,” says Alexis Carbonnelle, Product Owner at Europe’s leading UCaaS provider Dstny, whose powerful, all-in-one-place ConnectMe application is a perfect case in point.
“Enterprises that provide their agents with an uncomplicated, joined-up, and feature-rich application upon which to work are the ones which will see the biggest return on investment because the agent is able to focus fully on the customer and their needs.”
In the case of ConnectMe, the clever, cloud-powered, fully brandable application for service providers combines web-based calls, AI-powered chat assistance, and an omnichannel interface for a streamlined and seamless customer support experience.
In addition to voice channel functionality, it also supports digital customer interactions management within the same easy-to-use interface, integrating with all major social media apps, customer websites, and Customer Relationship Management (CRM) platforms.
AI-powered chatbot functionality also helps manage digital interactions such as providing answers to frequently asked questions, freeing up human agents to deliver a richer, personal customer experience.
