{"id":48642,"date":"2020-08-19T10:00:15","date_gmt":"2020-08-19T17:00:15","guid":{"rendered":""},"modified":"2020-08-17T12:25:45","modified_gmt":"2020-08-17T19:25:45","slug":"always-on-customer-engagement-call-centers-and-agents-play-a-critical-role","status":"publish","type":"post","link":"https:\/\/cm-edgetun.pages.dev\/en-us\/industry\/microsoft-in-business\/customer-experience\/2020\/08\/19\/always-on-customer-engagement-call-centers-and-agents-play-a-critical-role\/","title":{"rendered":"Always-on Customer Engagement: Call centers and agents play a critical role"},"content":{"rendered":"

Companies are putting great emphasis on digital or self-service contact channels. Th<\/span>e economics of self-service are\u00a0<\/span>undoubtedly<\/span>\u00a0compelling<\/span>:<\/span>\u00a0<\/span>Whereas live support channels cost dollars<\/span>, self-service channels, by contrast, cost pennies per interaction.\u00a0<\/span>Also<\/span>, self-service channels are improving\u00a0<\/span>quickly<\/span>.<\/span>\u00a0<\/span>W<\/span>ith the introduction of\u00a0<\/span>intelligent chat<\/span>\u00a0bots\u00a0<\/span>and other AI-inspired innovations<\/span>, these channels<\/span>\u00a0<\/span>can handle many more types of transactions than\u00a0<\/span>was possible<\/span>\u00a0even a few years ago.\u00a0<\/span>\u00a0<\/span><\/p>\n

However<\/span>, while<\/span>\u00a0s<\/span>tatistics vary by\u00a0<\/span>need<\/span>s<\/span>\u00a0and other factors, customers still have a strong preference for<\/span>\u00a0the phone channel\u00a0<\/span>over<\/span>\u00a0other channels.\u00a0<\/span>While the traditional view is that only older persons prefer voice<\/span>, that is giving way\u00a0<\/span>to an ageless appeal\u00a0<\/span>as computer literacy is virtually universal.\u00a0<\/span>For many customers, the voice experience will have a profound impact on\u00a0<\/span>their<\/span>\u00a0view of your company.\u00a0<\/span>\u00a0<\/span><\/p>\n

Thus, in an always-on customer engagement world,<\/span>\u00a0your call center agents must provide a very robust\u00a0<\/span>customer experience<\/span>.\u00a0<\/span>Agents are the face of your company. Providing a robust experience requires\u00a0<\/span>being able to deliver the insight that you glean from\u00a0<\/span>past<\/span>\u00a0customer journey<\/span>s<\/span>\u00a0<\/span>to specific points in a new journey that best responds to\u00a0<\/span>that<\/span>\u00a0customer<\/span>\u2019s<\/span>\u00a0needs.\u00a0<\/span>Think of it as operationalizing\u00a0<\/span>a 360-degree view of a customer<\/span>.\u00a0<\/span>\u00a0<\/span><\/p>\n

While all this sounds great in theory, you\u00a0<\/span>have to<\/span>\u00a0run a call center every day. You deal with things like\u00a0<\/span>f<\/span>irst\u00a0<\/span>c<\/span>all\u00a0<\/span>r<\/span>esolution (FCR),\u00a0<\/span>a<\/span>verage\u00a0<\/span>h<\/span>andle\u00a0<\/span>t<\/span>ime (AHT),\u00a0<\/span>o<\/span>ccupa<\/span>n<\/span>cy\u00a0<\/span>r<\/span>ates,<\/span>\u00a0and other\u00a0<\/span>metrics. Additionally, you manage through<\/span>\u00a0<\/span>agent attrition, training, and\u00a0<\/span>the\u00a0<\/span>myriad of things that go into making sure your call center\u00a0<\/span>can<\/span>\u00a0deliver a world-class experience across numerous live support channels.\u00a0<\/span>In my experience,\u00a0<\/span>some<\/span>\u00a0centers\u00a0<\/span>have had<\/span>\u00a0turnover<\/span>\u00a0of<\/span>\u00a080%\u00a0<\/span>and higher<\/span>, requiring<\/span>\u00a0con<\/span>tinual<\/span>\u00a0hiring\u00a0<\/span>and\u00a0<\/span>\u00a0training<\/span>\u00a0just to stay even.\u00a0<\/span>Alternatively,\u00a0<\/span>other centers<\/span>\u00a0have chosen to overpay<\/span>\u00a0agents<\/span>\u00a0to reduce attrition<\/span>\u00a0<\/span>then<\/span>\u00a0face<\/span>\u00a0<\/span>issues of higher\u00a0<\/span>costs and agents who are not able to adapt<\/span>\u00a0quickly<\/span>\u00a0to product and process changes.<\/span>\u00a0<\/span>T<\/span>hese centers want to have a positive impact on all the hygiene factors that determine success in call center operation<\/span>, but also recognize the need to deliver a new kind of customer experience.\u00a0<\/span>\u00a0<\/span><\/p>\n

It is into this\u00a0<\/span>situation that\u00a0<\/span>a<\/span>lways-on\u00a0<\/span>c<\/span>ustomer\u00a0<\/span>e<\/span>ngagement can help you create a new agent experience. As we have discussed previously, insight is the next frontier in serving customers.\u00a0<\/span>Agents are great at making the human connection, but when they are guided by the insight<\/span>\u00a0you have uncovered through an always-on experience, they are able to elevate their service to a new level.\u00a0<\/span>\u00a0<\/span><\/p>\n

One of the immediate concerns call center managers have is whether always-on will reduce costs.\u00a0<\/span>There are two dimensions of delivering insight at the point of engagement in the customer journey. First, agents will better understand the\u00a0<\/span>customer\u2019s\u00a0<\/span>need and have the guidance to respond appropriately. Whether it\u2019s a customer service scenario<\/span>\u00a0and the agent can intuit likely reasons for the call,\u00a0<\/span>or a<\/span>\u00a0sales scenario where the agent can know what the customer<\/span>\u00a0is<\/span>\u00a0most likely to want or need, it\u00a0<\/span>means calls are handled more efficiently and potentially with greater upsell results.\u00a0<\/span>\u00a0<\/span><\/p>\n

The other thing that happens is the mix into the call center begins to change. Because of improvements in the live channel, the insight can be applied to digital or self-service to improve capture rates\u00a0<\/span>in those channels.\u00a0<\/span>This means your call center agents can take on a more thoughtful, advisor<\/span>y role with your customers. While some of our customers choose to\u00a0<\/span>take the savings generated as a win<\/span>, others choose\u00a0<\/span>to invest those savings into creating a richer live experience.\u00a0<\/span>This richer live experience can lead to higher retention rates, new service offerings, and\u00a0<\/span>new career options for call center agents.\u00a0<\/span>\u00a0<\/span><\/p>\n

Call centers and agents are an integral part of\u00a0<\/span>a<\/span>lways-on\u00a0<\/span>c<\/span>ustomer\u00a0<\/span>e<\/span>ngagement.\u00a0<\/span>Using the insight generated by always-on, agents can get better and deliver better results for your company.\u00a0<\/span>Better agents in turn can feed signals that improve the always-on experience.\u00a0<\/span>It is this virtuous\u00a0<\/span>cycle of improvement that evolves your customer relationship beyond what is available with an omnichannel-only experience. It is the next evolution in customer engagement.\u00a0<\/span>
\n<\/span><\/p>\n

Watch this on-demand webinar<\/a> to learn more about why client-centricity is a key differentiator, and Microsoft\u2019s own journey to deliver client-centric experiences.<\/div>\n","protected":false},"excerpt":{"rendered":"

Companies are putting great emphasis on digital or self-service contact channels. The economics of self-service are\u00a0undoubtedly\u00a0compelling:\u00a0Whereas live support channels cost dollars, self-service channels, by contrast, cost pennies per interaction.\u00a0Also, self-service channels are improving\u00a0quickly.\u00a0With the introduction of\u00a0intelligent chat\u00a0bots\u00a0and other AI-inspired innovations, these channels\u00a0can handle many more types of transactions than\u00a0was possible\u00a0even a few years ago.<\/p>\n","protected":false},"author":0,"featured_media":48648,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"ep_exclude_from_search":false,"_classifai_error":"","_classifai_text_to_speech_error":"","footnotes":""},"categories":[1545],"post_tag":[1599],"content-type":[],"coauthors":[1221],"class_list":["post-48642","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","tag-financial-services"],"yoast_head":"\nAlways-on Customer Engagement: Call centers and agents play a critical role - Microsoft in Business Blogs<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/cm-edgetun.pages.dev\/en-us\/industry\/microsoft-in-business\/customer-experience\/2020\/08\/19\/always-on-customer-engagement-call-centers-and-agents-play-a-critical-role\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Always-on Customer Engagement: Call centers and agents play a critical role - Microsoft in Business Blogs\" \/>\n<meta property=\"og:description\" content=\"Companies are putting great emphasis on digital or self-service contact channels. 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