Technology can improve agent performance exponentially. But with a wide range of options available, coupled with limited budgets, which technologies can drive the most success?
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Technology can improve agent performance exponentially. But with a wide range of options available, coupled with limited budgets, which technologies can drive the most success?
With the plethora of agent performance data available today, it can be challenging to determine where to focus. That doesn’t apply to agent performance in isolation; it also applies to how that performance affects customer satisfaction.
Metrigy’s Robin Gareiss & Irwin Lazar run through the biggest tech news and trends coming out of EC22, plus Irwin shares his take on the post-event announcement that HP is acquiring Poly.
Episode 6: Robin Gareiss, CEO and principal analyst, shares top takeways from her latest buyer-side CX market study.
Episode 5: The Metrigy team will be onsite in Orlando for Enterprise Connect, sharing updates on CPaaS, self-service, E911, and team collaboration security. Tune in to learn more.
Managing remote call center agents can be difficult — but with the right tools in place, supervisors can effectively lead their agents from a distance.
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Many organizations overlook field service management in their customer service strategies, yet this area — and its challenges — are critical to CX success.
While much discussion on CX initiatives centers around contact centers, CX leaders have increasingly turned their attention to another key area of customer interactions: field service.
Organizations invest in numerous contact center tools to manage agent performance, call routing, schedules and customer satisfaction. Like contact center agents, field service technicians must track performance, route on-site service calls, schedule hours and track customer satisfaction.
Field service management software can create effective processes to oversee employees who interact with customers in-person, like how contact center and CRM tools assist virtual service representatives. However, organizations need a solid strategy to address challenges and provide the expected quality of service to run field service smoothly. Key challenges in field service management are the following:
Advanced technologies continue to shape customer service goals to streamline digital workflows, increase positive experiences, lower agent turnover and improve contact center ROI.
The future of customer service increasingly will be driven by technology innovations. Ideally, these new technologies will improve customer and agent experiences, along with business metrics like revenue, operational costs and customer ratings. But businesses often miss the mark when they try to move too quickly with too much technology, ultimately resulting in consumer dissatisfaction rather than elation.
Customer expectations for what defines a good experience stay fairly consistent over time, but the approach to providing that experience changes. Meanwhile, advanced technologies, largely driven by artificial intelligence, analytics and automation, arm companies with new techniques for driving customer satisfaction and loyalty.
