GoResponse Telephone Answering Service Staff

Simplify agent interfaces for better customer experience

Many telephone answering services spend a lot of time focussing on the customer, and modern business calls for optimising the customer experience (CX). However, CX is more than simply understanding a consumer’s journey; it is also about ensuring that call centre agents have access to the right tools and information.

The digital era has led to a wealth of data, but this can have negative effects if agents are overloaded with information and do not have the right software to handle all the details they have at their fingertips. If interactive voice response (IVR) systems are not up to scratch, customers can become frustrated before they even connect to an agent. If workers do not have all of the right information ready, CX can suffer even more.

That is why it is becoming increasingly important to give call centre employees access to a single connected view of the customer. Such tools give agents a simplified method of pulling up detailed information without having to make callers wait. These solutions also help to boost consistency across a company. For example, new employees who are navigating their first six weeks should be able to handle the system just as easily as an experienced agent of six years.

To improve CX, firms must look at every single aspect of consumer interaction, from how customers start their journeys to what happens when they reach agents. By providing single-view solutions, call centres can be confident that agents will be able to access customer details quickly and efficiently.

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