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Promote a positive work culture
A positive work culture can have a significant impact on the performance of your contact center. Supervisors and managers must foster a supportive work environment where agents feel valued, motivated and empowered to perform at their best.
In turn, this helps your agents provide the best customer experience. Empowered, confident agents who feel set up for success are happier, stay with your company longer and have a better service experience, improving customer satisfaction. Happy agents = happy customers.
Monitor and evaluate performance
In order for the contact center to function at maximum efficiency, supervisors and managers must regularly monitor and evaluate the performance of their agents. This information can be used to identify areas for improvement and management can make changes that can lead to efficiencies and ensure that contact center operations are running at optimal levels.
Provide ongoing training and development
Contact center agents must have the skills, abilities and knowledge to perform their jobs effectively and efficiently. Therefore, supervisors and managers must provide ongoing training and development opportunities for agents to update their skills.
By implementing these strategies, supervisors and managers can empower their contact centers to increase efficiency, improve customer satisfaction, and achieve their business goals. By investing in technology, fostering a positive work culture, monitoring performance, and providing ongoing training and development, contact centers can be transformed into customer-centric service centers that deliver exceptional service experiences.
Our analysis shows that home and auto insurers that let their agents handle problems could see $1 billion in additional revenue. Airlines that do the same could increase revenue by $833 million.
– From money to table: evidence that customer service increases revenue
AI-Native Contact Center as a Service (CCaaS)
Kore.ai SmartAssist is an AI-native Contact Center as a Service (CCaaS) that delivers the next generation of enterprise contact center experiences. AI drives end-to-end customer experience, routing experience and agent experience with an innovative AI-native approach. From automation to agent assistance to flexible deployment models, SmartAssist has everything you need to reimagine the contact center experience.
Main features:
- Conversational IVR
- Smart call automation, diversion or
Escalation - Transfer agent and intelligent agent
Help - AI-native supervisor experience
- Flexible layout options
Kore.ai AgentAssist
AgentAssist is an AI-powered intelligent virtual assistant that enables contact center agents to deliver an exceptional customer experience in real-time, proactively providing next best actions, automated execution assistance and contextual recommendations during live calls and digital interactions.
Main features:
- Proactively offer answers in real time
- The next best course of action is recommendations
- Automate tasks, execute and execute
- Post-call packaging automation
- Integration with SmartAssist or any existing third-party contact center vendor desktop
Ready to see how an AI-native contact center solution can help take your contact center and service experience to the next level?
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