The evolving role of the agent is a topic that's receiving a lot of attention right now. And it's easy to see why. Today’s agents have to adapt to keep pace with changing customer needs.
Customers are at their happiest when they can self-serve and resolve enquires themselves. And often, when they do reach out to the contact centre, their enquiry is more complex.
Contact centre leaders need to multi-skill their agents across a growing number of channels. And this has upped the ante from a planning and scheduling viewpoint. To meet increasing service demands, they need effective intraday management as well as real-time performance information.
The power of ‘why’
You don’t need us to tell you that intraday and workforce management (WFM) are key for any contact centre. But this only goes so far. Are you able to see all activities and processes across your contact centre? And what’s the true impact of silo’d information?
Crisis events disrupt even the best plans. When an unexpected event hits, it’s hard to know “exactly what has happened” and why. Instead, managers scramble to explain; losing big chunks of time as they dig through reports or create spreadsheets. Even then, the information is historical and not solving today’s immediate issues.
When you’re able to understand why demand has surged or see where calls and contact are dropping, it makes a difference. This is where real-time management information (MI) - streamed from integrated systems and processes - will put you back in control.
Finding the root cause
Imagine if you could see the impact of processes, quality, and customer satisfaction instantly. Seeing the full picture as it happens, means managers are able to take proactive action. Plus put a plan in place to support agents through this tough time.
Real-time information from integrated systems will also reveal learnings from unexpected external factors. Armed with solid insight, managers are no longer on the back-foot. Our customers report that having integrated real-time MI means they gain full visibility. This gives insight and an ability to immediately respond as they:
- Contain the impact of any crisis
- Identify and explore pinch points
Clear and instantly available information means managers are able to accurately assess demand. Team leaders allocate resource exactly where it’s needed, and are able to deliver regular updates to their teams.
Data reveals patterns. Understanding their root or real cause will mean you find a useful solution and not just a plaster for today’s irritation.
- Explore scenarios
As you drive improvements for a better customer journey, having the opportunity to see the impact of small iterative changes improves success. You’ll immediately see if the option adds to (or detracts from) the goal. When you to have wait for a process to complete before seeing results, expectations are uncertain and risks are unknown. This way, expectations are managed along the journey and you are able to quickly manage and mitigate any risks.
We recently caught up with Sonia Anderson at NCP who shared her views and experiences on this topic. Hear from Sonia in our webinar ‘How real-time MI resolves crisis moments faster’.
Start asking why. If gaining clearer insight is important to you, connect with us to ask how we’re helping contact centre leaders with challenges just like this.