Likewise, agents using Webex Contact Center have the option to use Teams phone to support customers and collaborate with other knowledge workers. Knowledge workers can reach individual agents or entry points in the contact center from their Teams app. Webex Contact Center for Microsoft Teams delivers a unified voice experience for both knowledge workers and contact center agents. All of this leads to long resolution times, inefficiency for both the knowledge worker and the customer, and most importantly, a poor customer experience. But the customer is already engaged with the agent, and now they are queued up again and waiting for another resource to come free. One team designed the enterprise collaboration experience, while contact center architects optimized the agent experience for high-volume voice routing.īecause collaboration between contact center agents and knowledge workers wasn’t explicitly accounted for in this design, knowledge workers just end up calling the same numbers that customers would use to get support from their agent colleagues, resulting in long handle times in both the contact center and in the branch office. Simplifying voice collaborationĬalling between knowledge workers and the contact center often is disconnected because organizations architected those experiences separately. The immediate impact of this solution can be seen in three ways: 1. The integration of Webex Contact Center with Microsoft Teams unifies content and user information with customer experience tools so that agents and knowledge workers can come together to provide delightful experiences to customers. Webex Contact Center for Microsoft Teams delivers this ease of collaboration between knowledge workers and agents in the contact center by extending collaboration tools and user context to individuals throughout the organization’s network. Right now, I am writing this blog in Microsoft 365 and I can see the little green presence bubble in Office that lets my organization know that I am available to message, while Microsoft Word notifies my peers where I am working in this document.Īt the same time, my Webex App is sharing the same presence in case someone needs to call or meet with me. One answer is to use the tools already on our desktops to break down the digital fences within organizations. With the acceleration of digital automation across the customer engagement industry, how can we protect live service experiences, lower customer effort, and help engage an entire organization to provide service to customers? Building bridges, not fences, for great customer experiences Needless to say, it was not the best experience I ever had. When I did get through to my account manager, he then needed to check with the contact center agent I had just spoken with about why the account status was not able to be cleared, and that required yet another call, sending me in a seemingly endless circle.Īt that point, what should have been a simple service request uncovered the organizational fragmentation that was so well hidden across my bank’s contact center and knowledge worker applications. After calling my bank’s contact center with a request for one of my accounts, I was politely told “ I’m sorry, I can’t reach your account manager at your regional branch office, who will need to authorize this request. Recently I had an experience that many of us are familiar with. As customers, we each have a vision in our minds that represents the best customer experience we’ve ever had, and we measure every future experience against that benchmark.
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