POWERING CONNECTIONS AND BRINGING SIMPLICITY AND EASE TO THE CUSTOMER AND AGENT EXPERIENCE, TIP 4:

ELIMINATING MUNDANE TASKS FOR AGENTS

 

Check out more Customer Experience and Call Center Trends, Tips, News, and Announcements >

 

Videos in this Series

 

Tip 1: Building Your Brand via the Contact Center >

Tip 2: Increasing Customer Self-Service Usage Rates >

Tip 3: Handling Multiple Interactions Simultaneously >

Tip 4: Eliminating Mundane Tasks for Agents >

Tip 5: Optimizing the Efficiency of the Customer Interaction >

Tip 6: Tracking the Customer’s Journey >

Tip 7: Improving Customer Experience >

Tip 8: Providing Personalized Customer Experience >

Tip 9: Improving the Overall Customer Experience >

 

 

Transcription:

 

Pat McDowell
Hi, my name is Pat McDowell, I’m the MiCC Customer Advocate. Eliminating mundane tasks for agents, one of the first things that I would do would be leveraging the IVR system. To automate some of these repetitive and informational calls, build a self-help portal, so that your customers can help themselves sparing your agents to deal with a more complex and demanding issues. Joining information through your IVR from the customer before you connect them to the agent, can help speed up the interaction because you will present that customer collected information to the agent in a screen pop, when they answer the call. You don't have to have the agent ask the customer for that information. Consider implementing skills-based routing. You can then send the more complex interactions to your tenured agents and keep the more mundane tasks to the newer agents..

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