Few other business-oriented, customer-facing jobs are as high-volume and, at times, high-stress as contact centers. Customers from all over call or message for help; some are angry, and all want answers quickly.
Today, providing fast, accurate, and friendly customer support is essential for success, but it can also put a lot of pressure on your agents—especially during peak times. Agent assist technology empowers your agents to be their best by offering AI-powered tools and real-time support to weather any customer service storm.
Let’s explore how agent assistance tools are transforming the customer service landscape and what this means for the future of contact centers.
Key features of effective AI agent assist technology for contact centers.
Agent assistance technology can enhance efficiency and accuracy to deliver more personalized and effective customer interactions, reduce response times, and improve overall customer satisfaction. It achieves this in several ways, such as suggesting appropriate responses to questions and concerns, providing quick and easy access to relevant information, and guiding agents through complex support processes.
Real-time guidance
Without support, agents are left to scramble for information while assuring and reassuring customers that a solution is coming. But with real-time, context-aware suggestions, agents can deliver accurate information quickly.
Automated workflow assistance
Contact center agents do a lot of clicking, such as form-filling, ticket creation, and data entry, which takes up time that could be spent helping more customers. Automated workflow assistance allows agents to focus on solving customer queries rather than repetitive administrative tasks.
Sentiment analysis
Detecting the tone or mood of customers can be challenging—especially over text—but it is important to determine how to respond. Sentiment analysis monitors agent-customer interactions in real time and sends alerts about potential dissatisfaction while suggesting ways to de-escalate the situation.
The value of empowering content center agents with technology tools.
When agents feel confident in their ability to solve even the most complex customer queries, magic happens. In fact, studies show there are positive correlations between employee well-being, satisfaction, productivity, and even customer loyalty.
Providing agents with the right tools to tackle everyday challenges can help calm the sometimes turbulent waters of the contact center. When employees feel equipped to handle inquiries and address customer concerns confidently, both they and your business benefit.
Improved agent efficiency
By providing real-time guidance, automated workflows, and quick access to information, agent assist technology helps customer support agents resolve issues faster and more effectively. With these tools, agents can work toward reducing their average handling time and even improving first contact resolution (FCR) rates.
Consistency and accuracy
Purpose-built agent assistance technology is like having a personal virtual assistant for every customer interaction. AI and automation make pertinent information more readily available before, during, and after handling support tickets, resulting in less confusion and more accurate responses.
Lower agent stress and burnout
According to a survey review by CX Dive, three-quarters of agents say that daily or weekly ticket targets increase their stress, with a majority saying they would prefer fewer but more complex tickets. Unfortunately, call centers don’t necessarily have control over customer inquiries; however, leaders can control the tools agents have access to for more effective customer support.
Agent assist technology provides tools to support employees during challenging interactions, helping to reduce their cognitive load, lower stress, and prevent burnout.
Experience Agent Assist in Webex Contact Center.
The average customer service professional uses four distinct tools to support their role. With Webex, you can empower agents with a single source of truth—amplified with AI—to provide the best service possible—all in one platform.
With tools for agents and supervisors, it’s never been easier to instill confidence in your customer support team, monitor their performance, and stay informed about each customer journey to aid support processes.
Plus, integrated collaboration tools help keep knowledge workers and customer success agents connected for additional support. Agents can ask and receive quick answers to turn over tickets faster and keep customers satisfied. Want to see what else Webex has in store for your contact center operations? Learn more about the Webex Contact Center today.
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