Enhancing Omnichannel Agent Productivity

Enhancing Omnichannel Agent Productivity

Guided Assistance, Desktop Automation, Displays, Robotic Process Automation (RPA), Excellent Supervision, and Workforce Optimization (WFO) Maximize Va

RELEASE DATE
10-Nov-2016
REGION
North America
Research Code: 9857-00-77-00-00
SKU: IT03209-NA-MR_19419

$1,500.00

Special Price $1,125.00 save 25 %

In stock
SKU
IT03209-NA-MR_19419

$1,500.00

$1,125.00 save 25 %

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Description

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.

Table of Contents

Enhancing Omnichannel Agent Productivity

Related Research
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.
More Information
No Index No
Podcast No
Author Brendan Read
Industries Information Technology
WIP Number 9857-00-77-00-00
Is Prebook No