How Workflow Software Boosts Agent and Customer Experience
The key to ensuring agents deliver excellent customer service is to simplify their job. When their jobs are easier, agents reach proficiency quicker and perform better.
Agents represent you to the public, often being the only point of contact customers have for your brand. So it stands to reason that when agents are good at what they do—and enjoy doing it—customer satisfaction and loyalty increase in kind.
But how do we simplify and improve the agent experience?
More technology isn’t the solution.
“One of the things we know is that when agents aren’t happy with the tools they’re being provided, it creates a very tough experience for a consumer that’s phoning in or interacting over a digital channel.”
Peter Ryan, CX Specialist and BPO Advisor
BPOs typically deploy technology that’s overly complicated and isn’t user-friendly. And that’s where agent frustration builds, leading to customer dissatisfaction, revenue decline, and other costs.
Throwing more technology at the problem doesn’t help. What’s important is implementing software that considers what your agents need and can be used intuitively to remove guesswork, ensuring your customers’ issues are resolved efficiently and effectively.
Agent-focused workflow management software is the answer.
“If agents are sitting there watching the clock, waiting for the end of their shift, swearing because they have to do things like cut and paste customer numbers from one application to another, then you’re not going to deliver great CX. So using tech to improve the life of the agent is fundamental because then you can focus on the CX side as well.”
Mark Hillary, CX Industry Analyst
Agent-focused workflow management software like Vistio simplifies and enhances the agent experience. Instead of making agents scramble through ALL the information on their screen to find an answer, we give them the right answers at the right time with workflow software.
And that ensures your customers get the service they expect.
Workflow management software helps agents help your customers.
When technology supports the agent experience—instead of hindering it—issues are resolved efficiently, accurately, and uniformly and customers get an unforgettable experience.