3 Key Technologies That Help Call Center Agents Boost the Customer Experience

Before the arrival of the new normality, achieving a satisfactory customer experience was one of the priorities of companies, a premise that with the return to normal activity has been reinforced to the point that 70% of them have decided to invest in this this year, according to the Forrester report.

For this reason, customer service has become a differentiator, whether it is to increase business, retain customers or increase sales. The main companies join this trend because it is already a reality that consumers give more importance to the service they receive than to the price of the product or service, according to the study carried out by Forbes con Shep Hyken.

In this scenario where the figure of contact center agents has become a bridge between the company for which they operate and new opportunities, it is essential that they understand the importance of their figure in the relationship with the client and know how to offer quality that they expect, being more communicative, proactive and using the technical mechanisms at their disposal to predict good customer loyalty.

To achieve this loyalty, Enreach, a leading European provider of converged communications solutions for companies, has identified three advanced technology procedures that every agent must have in order to create an ideal atmosphere with the client and achieve an excellent result in dealing with them:

1) Have a Unified Agent Desktop

Betting on a tool that facilitates omnichannel can be key when it comes to impacting the customer, since if the agents have a single interface with all the optimal day-to-day applications, it will be easier for them to have all the information of customers and dealing with procedures with greater agility and success. In this way, the agent will have more time to focus on the client, will have their data in advance and will provide a differentiating degree of personalization in the service, adapting to the client’s real needs.

2) Bet On an Interaction Guide

The symbiosis between the use of technology and human empathy raises the potential of companies, and this is so present that in 2021 one in three introduced Artificial Intelligence (AI) tools. That is why any agent who wants to strengthen their relationship with their customers must have the Interaction Guide, an AI-based tool that, thanks to its ability to analyze the sentiment of conversations, allows agents to know in a way deeper expectations and needs to respond more quickly and build customer loyalty.

3) Have Robotic Processes (RPA)

To really focus on delivering a great customer experience (CX), agents need to spend some of their time building relationships. But even so, the different daily tasks of a contact center also fall under their responsibility. Therefore, the help of robotic processes (RPA) is a differentiating element that will allow the agent to focus on the client and leave behind those more repetitive tasks. Companies have realized this competitive advantage and 90% of senior managers interviewed by IBM say they have started to integrate intelligent automation, with process automation (RPA) being the most popular solution.

“In an environment as competitive as the one we live in, companies must align all aspects of the business with the customer experience. To do this, contact centers must involve agents by making them understand the importance of the customer, their role as the first link with the user and provide them with the necessary technology for success,” says Jorge García, Enreach Product Director.