The 8 main technological ways to improve productivity in contact centers

Gone are the traditional methods and techniques aimed at achieving increased productivity of Contact Center agents as compliance adherence time position or the average time of operation. Now, technology solutions have proven to be much more efficient to increase both the productivity of human resources such as customer satisfaction and loyalty that derives from it tools. But the question is: how is this possible? From the web Call Centre Helper, several industry experts shed light on this question and offer eight ways through which the productivity of agents in the Contact Center can improve with the help of technology:

1.  Automated programming allows keeping productive agents during “quiet periods” with different back-office tasks.
2. The biometric identity verification through IVR or via an app installed on the smartphone client, frees up time that can be devoted to what is really important.
3.  Integrated APIs whose ability to turn integration with CRM solutions allows agents to access and use information in real time from a single interface: customer profiles, product information, and so on.
4. Custom calls that reduce the time an agent spends on administrative tasks to increase productivity; the completion of a call automatically leads to the next action or task in a workflow.
5. Call automation reduces the time agents spend performing manual dialing, and eliminate the possibility of error. On the other hand, a screen with customer data from the first moment gives control to the agent.
6. Key Performance Indicators (KPI) or key performance indicators. The development of a scoring system to quantify the results in terms of both internal and external objectives, thus facilitating more effective in addressing short and long term strategies.
7. A unified and accessible web interface eliminates the need for multiple screens and prevents the agent waste precious time switching between applications, copying and pasting data, and so on. So agents can manage different customer interactions regardless of the channel through which the customer has decided to accede. That is, the productivity will be increased while the agents will not be forced to continually change interface for managing phone calls, chats, emails…
8. Automated Care. Thanks to voice recognition technology, you can manage those simple, common efforts and do not require human intervention, which frees up time to agents who can devote to these efforts that do require personal attention.

These are only eight ways that have seemed most important about how technology improves productivity contact centers can check the remaining fifteen here.