March 17, 2021

What Frost & Sullivan Have to Say About Agent Experience

In their latest eBook, Frost & Sullivan dive into the connection between agent and customer experience. 

Exceptional Agent Experience Drives an Exceptional Customer Experience 

Start with agent desktops & pre-configured workflows

According to Frost & Sullivan’s analysis, the bedrock of good customer experience is a thoughtfully designed agent desktop. 

An unheralded aspect of omnichannel excellence is pre-processing agent interactions at the start, setting agents up for success and the customer for delight. This entails incorporating everything you know about your customer and applying it before the interaction with the live agent begins. This could be creating a profile beforehand with a first-time customer or setting up routing and individualized workflows based on an existing customer re-engaging with a new interaction or continuing an existing one.

By getting the customer to the agent best equipped to seamlessly and quickly assist them, the table is set for both the agent and customer to have a quality experience, not to mention assisting with improving the operational metrics your contact center is measured by.

Clear, intuitive, visually appealing agent dashboards allow agents to see the entire customer journey, including history, the current issue or task, what the customer has attempted to do, and how long it took them to do it. With omnichannel engagement, dashboards visually enable agents to see activity across all channels and engage with customers across those channels without hiccups. 

Download the full eBook here.

Right time, Right information

Speed and at-a-glance-visualization are key for in-the-moment resolutions. A layered visual system that gives agents the complete picture, including who the customer is, the relationship they have with the company, interaction history, preferences, or any other pertinent information coheres into a unified profile that incorporates key customer data across channels. Frost & Sullivan say this leads to:

• Increased customer satisfaction

• Decreased average handle time

• Improved employee confidence and morale

• Reduced agent fatigue that impacts productivity

• Improved accuracy

• Compliance risk mitigation.

Don’t leave agents in the dark

Additional tools further streamline the agent’s ability to proactively assist customers. For instance, integrated ticketing that is tied to customer profiles and moves with the customer throughout their journey empowers the agent to help the customer without transferring them elsewhere. Live agent scripting solutions can ease the burden on agents by subtly changing the customer dialog as the situation dictates. And tools such as a knowledge base provide answers to help them quickly and easily answer customer inquiries. 

You can download the eBook in its entirety for more insights from Frost & Sullivan here

To learn how LiveVox’s unified platform can help improve the customer and agent experience, watch this short video.

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About LiveVox

LiveVox is a next-generation contact center platform that powers more than 14 billion interactions a year. We seamlessly integrate omnichannel communications, CRM, AI, and WFO capabilities to deliver an exceptional agent and customer experience while reducing compliance risk. Our reliable, easy-to-use technology enables effective engagement strategies on communication channels of choice to drive contact center performance. Our battle-tested risk mitigation and security tools help clients maximize their potential in an ever-changing business environment. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. Our more than 500 global employees are headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India.

To learn more, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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