Empowering agents with artificial intelligence (AI) is revolutionizing the customer and agent experience. By removing repetitive, mundane tasks, AI innovation will give agents the additional time they need to interact with customers’ on a human level and to personalize the customer service process.
Your agents ARE your customer experience. It’s as simple as that. For customers, the agent helping them often makes or breaks their customer experience.
The role of the contact center is crucial for businesses. In today’s digital economy, for many companies the only time a consumer engages with them is through the contact center which has become the front door and face of the business. Customer service agents are now responsible for their brand’s customer experience as fewer and fewer consumers engage face-to-face with an employee in a store or branch.
Quality customer experience is vital for every business. However, enterprises continue to make common CX mistakes that often lead to agent turnover and the loss of key customer insights that are crucial to winning and keeping business.
Is agent morale a top challenge for your team? Providing extraordinary customer experience can be tasking to the most experienced agent. Pizza parties, contests, and ping pong tables are fun, but they’re not enough to move the needle.
When companies first launch their business, they are often too wrapped up in startup mode to foresee the needs of business at scale. At some point the inefficiencies of working without formal tools to effectively manage their workforce start to make themselves known and companies realize there are easier ways to work that can also transform the customer experience.
On Tuesday, March 5th at 11 a.m. PT, I will be joined by Donna Fluss, President at DMG Consulting. We’ll be taking a deep dive into the latest and greatest WFO modules and trends that you can implement to help improve your WFO strategy.
Talking about improving your customer experience is meaningless if you don’t have appropriately integrated systems and applications to deliver the experience. Your agents need contact center, CRM, WFO, and UC/collaboration integrated in order to deliver world-class customer service.
What if Arthur Morgan was a call center agent and how could Five9 help improve his moral meter? Could Arthur ever recover and become an upstanding citizen like Jim Milton in the epilogue? Let’s take a sample call to show how and where Five9 could help improve Arthur’s moral meter.
