Information & Communication Technologies


Enhancing Omnichannel Agent Productivity

Guided Assistance, Desktop Automation, Displays, Robotic Process Automation (RPA), Excellent Supervision, and Workforce Optimization (WFO) Maximize Value from Customer Contact Agents
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Published: 10 Nov 2016

There is no substitute for the human touch provided by omnichannel contact center agents when connecting virtually with customers for complex service and sales support issues. Agents are the linchpin to successful and profitable Customer Experiences (CXs). But it’s costly to hire, train, manage, accommodate, and equip agents to perform these essential tasks. Wages and benefits comprise the lion’s share of centers’ operating expenses (i.e., 65%-70%). Moreover, having contact center agents work on-premise incurs significant real estate, facilities, and equipment outlays. In today’s competitive environment, organizations (businesses, non-profits, and government agencies), must delight customers and control costs in order to exceed their goals and spur growth. Ensuring that contact center agents are productive is essential.

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