Contact centers have adapted to a variety of technological advancements to provide better customer service. When it comes to ticketing tools, call centers have integrated omni-channel communication to give customers more convenient options.

Now customers can connect with a company for support through SMS, email, chat, and voice. However, a significant problem that tends to occur is siloed data. Siloed data interrupts the agent’s workflow and isn’t conducive to a positive customer experience. This is why incorporating a unified platform into the call center is a must. Ticketing systems integrated into a contact center’s platform make the agent’s job much smoother. They have access to the information they need all in one place, and are able to provide quality customer support.

Implementing the right ticketing tools can help improve agent performance. The benefits that an integrated ticketing tools brings include:

Automation

Help desk agents are often inundated with support requests. This can be incredibly overwhelming, and contribute pressure on agents to resolve tickets quickly. As a result, customers may not receive thorough attention. A ticketing system can automate support requests by answering easier questions. This helps reduce heavy call volume for help desk agents, allowing them to focus on the customers with more complex problems.  Ticketing systems can also feature automated routing features that direct support requests to the right agent. When a new ticket is created, the system can prioritize by ticket type. For example, if a customer submits a request at a Tier 3 level of support, a ticketing system can route the request directly to a Tier 3 agent. This saves agents time by reducing the number of unnecessary transfers to different departments.

Omnichannel support

In the past, help desk agents were limited to voice calls for customer interactions. Now that SMS and email are just as commonplace, ticketing systems provide multiple channels of communication between customers and help desk agents. Advanced ticketing systems allow customers and agents to interact through SMS, email, webchat, and voice. This not only helps reduce call volume, but it also maximizes agent productivity. Agents can help more people in less time. For example, an agent can get through 30 tickets in a day by troubleshooting over the phone. By incorporating email, which is faster, an agent could resolve 20 tickets in a day over the phone and 20 tickets via email. The same scenario could play out via SMS or webchat.

Valuable data and analytics

Ticketing systems provide highly valuable insight into agent performance and customer satisfaction. Drive agent performance by analyzing data such as average ticket resolution times, customer satisfaction levels, and first call resolution. Contact centers can also gain insight into trends. Ticketing system analytics can reveal what customers are having trouble with the most. This data can help contact center leadership drive better business decisions moving forward. They’d be able to narrow down on an issue early on and remedy it with a solution.

The same data can also provide insight into agent performance. If a ticketing system’s analytics report shows excessive handle times and low customer satisfaction levels for a specific agent, team leaders can intervene. They can provide that agent with the coaching they need to be able to deliver better support.

Streamlined workflows

Integrated ticketing systems make agents’ jobs simpler by providing them with more data needed to provide excellent customer support. Ticketing systems that integrate into a call center’s main platform can gather information for agents on every call. As an agent begins to work on a new ticket, they have a holistic overview of that customer’s profile. They can revise their communication history and contact information. Omni channel unified platforms such as LiveVox’s call center solution shows agents full interaction histories in every channel of communication. This allows them to personalize every customer interaction. It is easier for them to identify previous patterns in a customer’s history and better prepare themselves before each call. In this setup, data flows freely between every call center ticketing tool. Agents won’t have to sign in to a different software program to look for information. Everything is in one location.

SLAs

SLAs, or Service Level Agreements, help keep your agents focused on improvement and show them how they are making an impact on the customer journey. Ticketing systems incorporate SLAs to make sure that customers are satisfied with the service they receive. This direct feedback helps team leadership narrow down exactly where agents are struggling. They can provide them with the training they need to improve their skills. SLAs may also indicate both dissatisfaction or satisfaction about a product or service. Business owners can incorporate that feedback and adjust their approach. 

Using advanced ticketing tools in the contact center helps them efficiently track support cases for a better customer experience. Agents benefit from the smoother workflows and are free to focus on engaging with their customers instead of feeling pressure to move on to the next. Consider the features that your current ticketing system provides to make sure it is capable of boosting your agents’ performance.