Reduce your contact center wait times and after-call work

In this article, I’ll explore new options that promise to empower agent teams and positively improve company profiles.

1. Increase agent engagement and empowerment

On average, customer-facing employees use two to three apps during calls, primarily to record customer needs or actions. Conversely, the use of these various applications can have a negative impact on the efficiency, motivation and morale of agents. Therefore, reducing or even eliminating post-call administrative work should be a priority for contact center managers. This will not only alleviate the pressure of the next queue, but will also have a positive impact on agent well-being, post-administrative workload and the quality of call handling.

Enabling agent workflow processes using optimization technology such as automated conversation summary and intelligent voice analysis, connected to the company’s customer relationship management (CRM) system, relieves pressure administrative pressure and distractions by eliminating unnecessary post-conversation work. It will increase team spirit and improve performance.

2. Reduce your repetitive tasks by 10%

The benefit of using AI voice analysis technology is that it brings up 100% data-driven insights that provide detailed views on the performance and health of the business. This will help uncover and render accurate and effective ways of understanding customer friction, effort, and satisfaction, as well as detailing inconsistencies.

Full conversation transcripts provide the next level of conversational business information, showing why certain issues, such as dissatisfaction or success, have occurred. Complete and comprehensive information on transcription recordings is fundamental to improving decision-making processes, as well as staff workflows and knowledge. This is especially true at the workflow level, where the use of automated AI synthesis cuts average administrative time by 10-20%.

3. Create active listeners

Removing tedious ACW tasks allows agents to focus and dig deeper into customer issues. Freed from the pressure of remembering and summarizing end customer feedback, agents are able to be free-spirited, actively listen, and ready to deliver a great customer experience. Automatic AI summaries are free from writing style and time pressure constraints and consistently deliver concise conversational call summaries.

Agents can confidently deliver one-on-one customer attention, knowing that the most recent and accurate call summary information is immediately at their fingertips.

4. Support contextual coaching

Emotional intelligence is paramount when it comes to working with clients. Adapting to the needs of each client is an agent skill like no other. Being human is both a blessing and a curse, especially for leaders, when it comes to identifying and navigating the coaching needs of individual agents, from agent call data feeds .

Contact center coaching requires a wide range of conversation tracking, as business health and performance results identify which agents require personal coaching and which areas require a team training approach. The use of AI synthesis identifies areas of immediate concern, while eliminating the need to work on the entirety of the conversation and transcription. Without a doubt, the automatic synthesis of calls by AI speeds up the coaching process so that agents are coached more effectively. This is something that will boost morale as officers will no longer need to undergo general coaching, which will save them time and training costs.

Summary

Automatic Call Summaries condenses large amounts of spoken words, sentences and complete sentences into short text summaries. It reduces workload, automates manual tasks, saves time and reduces team pressure. Automatic conversational summaries can be added to your CRM, ERP, or recording system of your choice, while ensuring consistency and accuracy in agent notes and post-call conclusion.

Rein van Popering is Director of EMEA Solutions Architecture at Contexta360