As a contact center agent, your desktop dashboard is your most important tool for managing your work. If it’s user-friendly, it can empower you and make your job easier, more efficient and less stressful. On the other hand, if your dashboard is difficult to navigate and lacks much needed functionality, it can lead to reduced productivity, frustration and ultimately turnover - a problem that affects on average 30-45% of contact centers.
Having a user-friendly, unified desktop allows agents to access and process customer information quickly and efficiently. This resource not only reduces the time spent on each call but also improves productivity in contact center operations. With a well-designed interface, agents can easily find the information they need to effectively complete tasks and move onto the next call. By empowering your agents with a simple, but powerful desktop to manage all of their conversations, contact centers can avoid potential frustration and raise agent satisfaction.
Improving Agent Productivity with User-Friendly Tools
When agents are able to perform their jobs effectively, it leads to increased job satisfaction. With an agent desktop that is easy to use and includes resourceful information and tools needed to do the job in one location, it helps agents feel confident and capable. By providing the ability to look up customer information from CRM and other third-party systems with the right context based on customer goals, agents will experience reduced stress and an improved overall work experience.
A desktop that is simple to use shortens the learning curve, reducing the amount of time required for training while allowing agents to get up to speed quickly. This can be especially important in a fast-paced contact center environment, where new agents are regularly joining the team.
A unified, user-friendly desktop can also help agents provide a better customer experience. By offering real-time, AI-powered support, agents can remain focused on what’s best for the customer rather than navigating through their CRM and tab-switching to perform research. With the right tools and information, agents can resolve customer queries faster and provide more personalized service, leading to increased customer satisfaction and loyalty.
Also, agents are less likely to make mistakes or miss important information relevant to the customer, leading to increased accuracy in their work, first call resolution and increased customer satisfaction scores. This helps contact centers reduce the number of errors, improve the overall quality of customer interactions, and ultimately, enhance the reputation of the contact center and your brand.
How an AI-Powered Agent Desktop Helps Contact Centers Grow
Implementing an AI-powered Agent Desktop for your contact center agents can bring significant benefits to the larger contact center. By automating repetitive and time-consuming functions like task transactions, data entry and post-call wrap ups, your agents can focus on delivering a superior customer service experience. An Agent Desktop can also provide real-time guidance to your agents during live interactions, ensuring consistency as well as accuracy in their responses. Additionally, the AI-powered Agent Desktop analyzes customer interactions to identify patterns and provide insights that can inform business decisions and upsell opportunities.
By reducing agent workload and improving overall efficiency, an Agent Desktop can improve agent morale and reduce employee turnover. By providing a better overall customer experience, the contact center benefits by enhancing customers satisfaction and loyalty, leading to increases in revenue and growth opportunities for your business.
Customer Service Tools that Improve Employee Experience
The Kore.ai AgentAssist desktop is an AI-powered, real-time virtual assistant for your contact center agents. AgentAssist uses AI to monitor the customer-agent conversation to identify intents and sentiment from the customer - such as interest in resolving a specific problem, buy and upsell opportunities, next best action recommendations and automates simple transaction-based tasks and post-call wrap up summaries to keep your agents focused on what matters most: the customer.
Designed with the customer and agent in mind, AgentAssist reshapes the technology and psychology behind what a good, user-friendly desktop can do. With minimal clicks and tab-switching required, Agents can dedicate the entirety of their customer interactions to soft skills and empathy, rather than performing background research while the customer frustratingly repeats their issue while the agent would otherwise be clicking and/or doing research.
