1 How an Omnichannel Agent Desktop Helps Your Employees Personalize Customer Service ebook
2 INTRODUCTION The secrets of contact center success, simply put, are: Generate more revenue. Keep expenses low. Make customers happy. Retain employees. These seem simple enough, but simple isn t always easy especially when the tools you rely on wind up impeding your success. Multiple, disparate systems for voice, web chat, self-service, social media, your CRM system, etc. each with their own desktops and quirks create complexities that negatively impact not just the customer experience but employee satisfaction, your brand reputation, and your company s bottom line. Overcome this unmanageability, and transform your customer experience with an omnichannel agent desktop.
3 WHAT S AN OMNICHANNEL AGENT DESKTOP, AND WHY DO YOU NEED ONE? Customer Expectations Have Risen World-class service provided by companies like Emirates and Ticketmaster have changed the customer experience (CX) landscape. Now, regardless of the company or industry, people expect timely, relevant, and personalized service and they won t hesitate to abandon your brand for one that delivers on that promise. In fact, market data show that 72% of customers ceased doing business with a company due to a poor experience.1 Customer Service Pain Points Still Driving Consumers Away blog (2015): 1
4 CUSTOMERS MAIN REASONS FOR SWITCHING PROVIDERS Among 1,064 US Customers Who Switched Providers During the Previous Year in at Least 1 of 11 Industries Measured Which of the following best describe the reason(s) why you switched service providers? Overall poor quality of the customer experience I lost trust in the company Customer Service representatives lack of knowledge Lack of personalized /customized salutations Company policies that create bureaucracy Product/service options were too limited Customer service technologies that delay or stop service Their mobility service and support solutions do not meet my needs I did not like the way they were utilizing personal data about me Source: Accenture, MarketingCharts.com, January 2015
5 WHAT S AN OMNICHANNEL AGENT DESKTOP, AND WHY DO YOU NEED ONE? Contact Centers Can t Keep Pace When you consider the journey from the customers perspective, it s easy to see why they re dissatisfied. And this affects your agents satisfaction, too. Agents can t see the full history of interactions, or deliver the service customers expect. Inefficient agent desktops hamper your ability to deliver great CX: When agents have to constantly switch between applications or systems to find account information, access the knowledge base, or reach a supervisor or technical expert, your customers are forced to wait. Without seeing the full context and interaction history across every channel, agents must ask customers to repeat themselves. If an agent doesn t have an at-aglance timeline of the customer s journey, service is inconsistent and far less relevant.
6 WHAT S AN OMNICHANNEL AGENT DESKTOP, AND WHY DO YOU NEED ONE? Enable Great Service with an Omnichannel Agent Desktop An omnichannel desktop allows agents to manage multiple channels without switching back and forth between systems or screens to respond to s, conduct web chats, co-browse with customers, and handle phone or video calls. It also allows agents to contact a supervisor, consult an expert, or access the knowledge base from a single screen. By empowering your agents with an omnichannel desktop, they have the chance to develop not only their skills but also their careers. They can efficiently handle interactions across different channels, and engage with customers in more meaningful ways. Your employee retention, engagement, and satisfaction rates will rise and with them, so will customer loyalty and satisfaction.
7 FIVE CAPABILITIES TO LOOK FOR IN AN OMNICHANNEL AGENT DESKTOP SOLUTION The agent desktop is critical to your brand s CX. Ensure you select a solution that offers: Single, Omnichannel Desktop for All Channels Visualization of The Entire Customer Journey 360-degree View of All Previous Interactions in All Channels Ability to Quickly Identify and Collaborate with Supervisors and Experts Complete Set of Agent Enablement Tools
8 #1 SINGLE, OMNICHANNEL DESKTOP FOR ALL CHANNELS Voice and Digital Customers communicate with your company using multiple channels, sometimes simultaneously. Choose an omnichannel desktop that allows your agents to engage with customers across every channel and that displays the status, history, and context of each interaction in each channel. Multimodality enriches this customer experience even more. For instance, agents can co-browse with a customer while on the phone with them, or perhaps begin a video chat while sending documents via . Managing these cross-channel and multimodal interactions within a single interface optimizes agent efficiency and makes it easier for customers to do business with your brand.
9 #2 VISUALIZATION OF THE ENTIRE CUSTOMER JOURNEY Mapped on a Timeline An omnichannel desktop offers a snapshot of every step your customer has taken in their quest to find an answer, fix a problem, or finish a purchase. This holistic view of the entire customer journey and timeline equips your agents and supervisors to deliver more engaging, more empathetic service those wow moments while lessening customer frustration.
10 #3 360-DEGREE VIEW OF ALL PREVIOUS INTERACTIONS IN ALL CHANNELS Browsing History, Chat Transcripts, etc. Impersonal, cookie-cutter service has driven nearly a quarter of people away from companies. 2 The agent desktop is the key element to service personalization. A truly omnichannel solution displays not only previous customer interactions in every channel, it shows complete contextual data as well. Agents can leverage that information to resolve problems faster and personalize service, offers, and product cross-selling. 2 Customer Service Pain Points Still Driving Consumers Away blog (2015):
11 #4 ABILITY TO QUICKLY IDENTIFY AND COLLABORATE WITH SUPERVISORS AND EXPERTS Throughout the Enterprise According to a recent Accenture survey, 36% of consumers quit doing business with a company because they felt that agents lacked adequate knowledge. 3 With an omnichannel desktop, access to supervisors, knowledge base assets, and subject-matter experts is literally at your agents fingertips, enabling them to immediately respond to customer inquiries. A common response library offers answers to FAQs, and an agent can readily select the appropriate answer and convey it to the customer in an , via a web chat, by way of social media, etc. all within a single interface. 3 Customer Service Pain Points Still Driving Consumers Away blog (2015):
12 #5 COMPLETE SET OF AGENT-ENABLEMENT TOOLS Knowledge Management, Individual Performance and Contact Center Metrics Your agents are responsible for ensuring high levels of customer satisfaction while under constant scrutiny from their supervisors to meet their numbers first contact resolution and average handle time metrics, or perhaps sales or service goals. The problem is that most agents don t have a way to gauge if they re meeting or falling short of their SLAs. An omnichannel desktop with robust, smartly designed tools gives your agents and managers the information they need to adjust on the fly so they can improve their own statistics while maximizing the performance of your entire contact center.
13 CASE STUDIES An omnichannel desktop is a key component of delivering world-class CX. Customers that have deployed a Genesys omnichannel desktop in their contact centers have transformed their customer experiences enabling marked improvements in agent engagement and efficiency, first contact resolution, average handle time, and Net Promoter Scores.
14 CASE STUDIES Australia Post Australia Post and its transport and logistics company, StarTrack, comprise Australia s largest retail network. Recent strategic acquisitions led the company to realize they needed a solution that could be tightly integrated with their existing technologies, including their CRM system. So they opted for an omnichannel agent desktop from Genesys. The key change we saw by implementing this solution was the ability to pass customer data directly through the agent desktop, said Brady Jacobsen, General Manager of Customer Sales and Service. Now, customers, parcels, and repeat interactions are immediately identified, so agents have full context before an interaction even begins. They re able to solve problems more quickly than before, reducing customer frustration. We ve gone from an environment where even if you called us every day, we wouldn t have known who you were to today, we know who you are, the parcel you re calling about, the status of that parcel, and when it will be delivered in nearly realtime. It s a real market differentiator, said Patrick Nesbitt, Head of Channel Optimization. RESULTS Average handle time for calls reduced 10% Net Promoter Score improved by 4% First contact resolution climbed 10 points Read the Complete Story
15 CASE STUDIES Cegeka Cegeka is a European firm that provides information and communications technology solutions in five countries and employs more than 3,200 people. The company has become so good at outsourced IT support that many clients have requested that the company take over their help desks, too. Consequently, Cegeka found itself operating under the constraints of an environment that spanned multiple sites and used three different contact center technologies. Handling s was quite difficult, and obtaining a single view of operations was almost impossible. The setup also hampered agents ability to collaborate with each other and with the rest of the business. The company needed an internal messaging system that would work with their Genesys omnichannel desktop. They chose Microsoft Lync (now Skype for Business), which integrates seamlessly with Genesys, to enable agents, supervisors, and employees across the enterprise to work together and create more engaging experiences for their customers. With full integration between sites, we ve improved agent collaboration and boosted customer service levels, said Luc Greefs, Director of Shared Delivery Services. RESULTS Improved SLA adherence for call response times to 90% Drastically reduced the amount of time needed to add new call flows from one week to mere minutes Read the Complete Story
16 CASE STUDIES Vidéotron Vidéotron is a Canadian firm that provides telecommunications services in Quebec. The company also provides contact center operations for its parent company, Quebecor, and employs 4,800 agents who handle 18 million calls, 500,000 chats, and 125,000 s per year. As they outgrew their contact center infrastructure, Vidéotron began evaluating solutions to support their complex, multi-channel operations. They sought a single-vendor solution that worked across all channels and with all media types. We went with Genesys, because they were able to demonstrate they really did provide one real, centralized system to manage all the different type of communications, said Martin Marois, Senior Manager for Contact Center Technologies. RESULTS Agent efficiency gains Reduction in transfer errors Consistent service delivery across all interaction channels and touchpoints Using the Genesys omnichannel desktop, Vidéotron agents can now see customer history and context across all touchpoints and channels in one place which has improved not only service levels but the transfer process as well. We were experiencing some transfer issues with our old system. We had no application to make sure that the agents could transfer easily from one department to another department. We are now seeing a significant reduction in transfer errors, said Marois. Read the Complete Story
17 SUMMARY An omnichannel agent desktop solution simply makes good business sense. It lowers costs, boosts efficiency, and increases agent retention by providing them with the tools they need to deliver outstanding service. Genesys offers a robust omnichannel desktop that s is a win-win-win for your company, for your agents, and for your customers. Start your contact center s CX transformation today by contacting us at or.
18 TAKE YOUR CUSTOMER EXPERIENCE TO THE NEXT LEVEL Whether your goal is to modernize your Contact Center, increase workforce quality and efficiency, or drive better customer experiences, Genesys offers an open and scalable platform that efficiently fits into your existing enterprise architecture and reduces total cost of ownership. Industry leaders have achieved amazing results with the Genesys Customer Experience Platform such as: 30% 50% 70% 25% Increase in Revenue Increase in Agent Productivity Increase in First Call Resolution (FCR) Increase in Net Promoter Score (NPS) Get Started Request a Demo Learn More
19 Website: Contact Us: GENESYS Genesys, the world s #1 Customer Experience Platform, empowers companies to create exceptional omnichannel experiences, journeys and relationships. For over 25 years, we have put the customer at the center of all we do, and we passionately believe that great customer engagement drives great business outcomes. Genesys is trusted by over 4,700 customers in 120 countries, to orchestrate over 24 billion contact center interactions per year in the cloud and on premises. Copyright 2016 Genesys Junipero Serra Blvd., Daly City, CA All Rights reserved. Genesys and the Genesys logo are registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.
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