Agent Guidance

“One Step” to Make Agent Guidance Easier

Have you looked at the desktop of the average customer service employee lately?  Even with unified communications and the consolidation of systems such as CRM and ERP, most desktops look more like a NASA command center than a helpful application to deliver a great customer experience.

I have good news…and bad news. Let’s start with the bad news – your IT department has a long uphill journey to merge systems, unify the tools in use and reduce the chaos of customer data. The good news is that there are ways to provide agent guidance and overcome desktop application challenges that don’t include a forklift upgrade to a single desktop application.

But don’t look for an easy trail to follow with the typical solutions on the market. Tools for guidance and automation are quite common from vendors the likes of OpenSpan (now Pega) and Cicero, but we find that today’s contact centers struggle to prioritize these efforts for several valid reasons — deployment and product complexity.

In fact, in the report, “These Overlooked Assistance Tools for Your Customer Service Agents Can Boost Productivity,Brian Manusama and Jim Davies of Gartner evaluated the complexity, deployment, vendor and ROI level for such tools. Here’s is one of the tables in the report:

Table 2. Technology Category Overview

Gartner Chart agent guidance scripting and automation

In layman’s terms, I believe these tools are hard to configure, hard to use and hard to deploy. But why?  First, most of these tools are designed to be professional-service-revenue-generators and not happy-customers-that-use-it-generators. Second, your IT department doesn’t want to deal with yet ANOTHER thing on the desktop to configure or install. This is exactly why the OpenText™ Qfiniti team has made Qfiniti Optimize, our agent desktop automation and analytics solution, native to the OpenText Qfiniti platform.

If you’re using another call recording and quality management solution, then let us show you our integrated WFO suite. If you’re already using Qfiniti today, then most likely you have everything you need to push guidance and automation previously installed and ready to test. To show you exactly what this means, we’re inviting you to see how easy it really is. We call it the Qfiniti Optimize One-Step.

One Step.

Give us one broken application workflow and let us show you how to message, guide, automate and monitor the agents to better AHT, compliance and accuracy.

One Team.

Give us one team of agents and let us enable Qfiniti Optimize in a manner of minutes, to try the “One Process” steps to improve their efficiency.

One Month.

Allow that team to use the automation and guidance during a one month trial. Nothing to install, configured by you, and monitored by us.

We think that you’ll like what you see, and the agents in your “One Team” beta group will like it too.  I’ve thrown dozens of pizza parties in my time for call center agents, but perhaps your beta team will throw you and IT a pizza party for a change.

About Matthew Storm

Matthew Storm
With an explosive start in the customer service industry, Matthew has an eye on tech and a heart for the customer. Matthew is the Director of Product Marketing on the OpenText CEM team and enjoys speaking to customers, debating with journalists, and traveling the world.

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