At the core of the contact center is the software that enables agents to be more productive and provide quality customer support. The customer experience management tool your contact center uses should make agents more efficient and organized to boost overall performance. Consider the current platform your agents use, and think about any recent gaps in customer satisfaction or agent performance. Could your customer experience management tool have helped prevent those issues, or was it part of the problem? Here we will take a look at 5 ways that your customer experience management platform could be doing more for you.
One seamless place for everything
Oftentimes agents find themselves in difficult situations during an escalated call. What makes this scenario worse is disparate data systems. If a customer calls in for the tenth time about the same billing issue, an agent without access to the customer’s billing history could quickly escalate the call. For customers, calling in repeatedly over the same issue, waiting in queue, and having to retell their problem to different agents is stressful enough. Adding an agent having to transfer them to a different department into the mix may just be the final straw that breaks the camel’s back. LiveVox takes customer satisfaction and agent performance seriously. Siloed data has been a significant issue for many contact centers. Our customer experience management platform addresses this issue and acts as a single space that gives agents access to all the features they need to do their job. It provides a seamless experience not only for agents, but for leadership too. Users can access all the technology they need through one cloud-based platform.
The LiveVox platform boosts agent productivity by allowing them to get through each customer interaction with relative ease. They are able to focus on solving the customers’ problems instead of wasting time trying to access another program. As a result, agent metrics improve. Customers no longer have to go back and repeat themselves over and over, and they can get the help they need much faster.
A single platform that houses all relevant customer information is the perfect solution to help agents become more productive. Through LiveVox’s single pane of glass approach, agents no longer have to toggle between different programs. All the tools they need rest within a single platform. If your customer experience management platform isn’t integrated into the rest of the tools you use, agents might find themselves struggling to keep up the pace. Very often one program might log an agent out after a certain period of inactivity. When you have a customer on the phone along with several waiting callers, it can be nerve-wracking to remember a login for another program you need.
If your customer experience management platform only integrates one channel of communication, you may be falling far behind the competition. Now, as many consumers prefer other forms of communication over voice, contact centers have adapted to omnichannel platforms. LiveVox’s omni channel platform provides agents the ability to connect with customers through SMS, webchat, email, and voice. Agents can meet your customers where they’re at instead of the other way around. At one point customers were forced to call over the phone to connect with a company. This was often quite inconvenient, as business hours can be limited and wait times can be long. Now, businesses have implemented SMS, webchat, and email into their communication workflows. LiveVox has developed AI-driven virtual agents that enhance customer interactions. Virtual agents can help customers 24/7 and help with a variety of account related maintenance tasks. Customers get faster support and no longer have to wait for the next available agent. This also helps lessen call volume for agents. Customers that can be helped with a virtual agent won’t extend the queue, so agents can take their time helping those customers with more complex problems. They won’t feel pressured and rushed to get off the phone and on to the next waiting customer.
Opportunities for personalization for every interaction
A unified customer experience management platform will make it easier for agents to tailor every single interaction to the needs of the customer. Since agents would have access to the customer’s interaction history, they can use this information to deliver a more personalized approach. Agents would be able to read past chat and SMS conversations, emails, voicemails, and more. This results in an increase in customer satisfaction. For example, if an agent notices that a customer recently upgraded their services, they can make a comment about it such as, “How is the new upgrade doing for you?” This helps foster a sense of trust. Personalized interactions make customers feel as if they are truly being seen and heard. This enhances the value of your brand because not all companies know how to adequately personalize their communication efforts.
Workforce engagement management
Tracking agent performance is a critical component of success for the contact center. Now, as many agents work remotely, it is even more important to ensure that your agents are meeting the standard of excellence you’ve set forth for your businesses. If your customer experience management platform is not communicating with other tools related to tracking agent performance, you can be missing out on very valuable insight. LiveVox offers advanced workforce engagement management solutions that work together to provide leadership with the information they need to promote improvement. Call and screen recording tools combined with speech analytic tools help notify supervisors of high-risk calls in real time. Supervisors can use that data to narrow down what an agent may need more coaching and training on.
If your customer experience management platform is lacking in any of these areas, consider the benefits that the LiveVox solution brings to the table. You can request a demo to learn more about the way LiveVox can transform your contact center into a highly-efficient and productive one-stop shop.