As customers continue to demand higher quality service interactions, the contact center agent has had to step up to the challenge. But is the technology behind the scenes promoting improvements, or hindering the entire process?
Between self-service to omnichannel solutions, there are a multitude of avenues in which agents can assist in customer interactions. Having the right solution as the driving force behind the scenes in your contact center enables agents to not only better serve customers, but improve efficiency and ultimately sell more.
Last week Five9 had the pleasure of hosting a webinar with Art Schoeller, Vice President and Principal Analyst at Forrester. In the webinar, Art, and co-presenter Mayur Anadkat of Five9, discussed the different ways contact centers can improve their agent productivity, and how that effects overall company bottom line.
Here are just a few of the topics covered:
- How to handle increasingly complex customer interactions
- What to look for to efficiently manage multiple channels
- Tools that agents should have at their fingertips to better answer customer inquiries