Infographic: The Effective Customer Service Agent
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Transcript of Infographic: The Effective Customer Service Agent
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By cultivating these six key areas, your contact center agent can positively impact enterprise operational e�ciency, and you can subsequently increase employee productivity and morale.
The EffectiveCustomer Service Agent
Increase agent engagement
Improve worker e�ciency and optimize work throughputBoost agent and group performance
Align processes to drive business resultsMaintain internal and regulatory compliance standardsReduce errors and costly rework
Aggregate all mission-critical customer data into a single viewEliminate navigation between multiple disparate systems and applicationsReduce training times and associated costs
Analyze operational impact and maintain optimal uptimeIdentify process breakdowns and bottlenecksPinpoint automation opportunities
Eliminate redundant manual activities Streamline work�ows and re�ne processes for optimal performanceIncrease agent e�ciency and optimize call handling
Collect activity intelligence and analyze worker behaviorCorrelate activities and outcomesIdentify best practices that result in gold-standard behaviors
AUTOMATEWORKFLOW
GAINACTIVITYINSIGHT
SIMPLIFYTHE DESKTOP
ENFORCEPROCESS
ADHERENCE
GAMIFYAGENT
ACTIVITIES
MONITORSYSTEM
PERFORMANCE