Virtual Assistant Technology and the Contact Center
How Next Generation “Answer” Management Can IncreaseAgent Performance and Maximize Cost Advantages
Since agents are essentially “at the mercy” o thetools they use, perormance shortcomings tend to bepervasive and additional agent training rarely helps.In these situations, it’s common or widespread“condence downturns” to permeate the agent group. When this happens, escalation is oten theresult and FCR rate plummets.Overcoming these issues is a matter o empoweringagents to be better inormed, with supportingtechnologies or contact agents that are provensuperior in terms o consistently returning accurateand reliable inormation required or resolution:
Agent Answers romIntelliResponse
is a contact center tool that has proven eective inthis area, with a track record o reducing rst-level callescalations by 20% to 33%. , as well as contributingto signicant improvements to key perormancemeasures such as AHT and CSAT scores.
2. Maximizing Cost Advantageswith Economies o Scale
When it comes to maximizing cost advantagesin the contact center, there are two parts tothe discussion:These are dierent eorts that produce dierent cost reduction outcomes. An organization that successully reduces contact center costs will achieve a degree o operationaleciency. Upon achieving this new level o eciency,many organizations are content to stop there. By also ocusing on reducing contact center volumes,however, urther costs savings become available, asdoes an additional cost advantage: economies o scale.This brings up an important truth which issometimes misunderstood, and thereore worthexplaining clearly:
Achieving operationalefciencies does notautomatically achieveeconomies o scale.
While one might assume that substantial costsreductions automatically bring with themscalability, this is actually a misnomer. Theollowing scenario helps illustrate this.
The rst part involves focusing on
reducing contact center costs
The second part involves focusing onreducing contact center volumes