Boost Contact Center Agent Engagement to Unlock Higher Productivity

Boost Contact Center Agent Engagement to Unlock Higher Productivity

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Agent engagement consistently ranks as a top challenge for contact center management, and understandably so. Ultimately, it affects whether agents are productive, adhere to schedules, and provide a positive or negative customer experience. Disengagement leads to agent turnover, which is costly — SQM Group estimates the cost of replacing an average agent to be around $20,800.

Job dissatisfaction and burnout are major factors contributing to engagement issues. The role of contact center agents has become increasingly demanding in recent years due to changing customer behavior, expanding channels and applications, complex interactions, and rising workloads. Yet supervisors and agents often lack the necessary tools to do the job — or they make do with systems that are slow, cumbersome, or cobbled together from disparate applications.

Did you know? 84% of contact center leaders report that their agents typically have 4-10 applications open during a customer interaction.

Tools that drive higher agent job satisfaction

Equipping contact center agents with efficient tools to accomplish their tasks is crucial. Ultimately, it all comes down to the power of insights. Agents need real-time data and analytics to make quick, informed decisions during interactions. Additionally, timely feedback is essential for continuous growth and development.

Equipping contact center agents with efficient tools to accomplish their tasks is crucial

With this in mind, let’s explore a few tools that can significantly enhance agent job satisfaction and, as a result, drive better productivity. Here are some essential points to consider when aiming to improve the performance of your contact center.

Tailor the agent desktop experience

Each team within the contact center has unique needs, e.g., sales, service, collections, billing. Configurable agent desktops allow contact center managers to easily create tailored experiences that give agents access to the right limited set of information they need on one screen. Less desktop clutter and screens simplify the agent experience while reducing handle and response times.

Provide agents with real-time assistance

AI agent assist tools use real-time speech-to-text processing to provide agents with live information and recommendations during customer interactions. This ensures that they’re always providing the best service to their customers while reducing the need for manual data entry and streamlining call flow.

Deliver regular performance feedback

Regular feedback helps agents understand their impact on customers’ experiences and motivates them to perform better. Automated scorecards help contact center supervisors get accurate, detailed insights from every interaction and free them to focus on coaching and improving agent performance.

Track customer and agent emotions in real-time

Real-time sentiment analysis can detect positive or negative reactions from customers and agents during conversations

Handling more complicated interactions often demands a high level of empathy, which can drain an agent’s emotional resources. Real-time sentiment analysis can detect positive or negative reactions from customers and agents during conversations. This can help managers take immediate preventative actions to provide support for the agent. AI-based sentiment analysis can also be used to identify positive conversations and reward agents for delivering excellent customer service.

Ultimately, by providing agents with efficient tools, real-time assistance, regular feedback, and emotional support, you can significantly enhance job satisfaction and performance. Remember, a happy and engaged agent is more likely to deliver exceptional customer service, leading to satisfied customers and a thriving business.

To learn more about tools and technology to engage agents and streamline contact center processes, download our eBook, Transforming Contact Center IT Challenges into Strategic Advantages.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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