BROWSERS
BY CHRIS ALBRECHT, HERE. IO
ILLUSTRATION PROVIDED BY ADOBE STOCK
WHY CONTACT CENTERS MUST EMBRACE ENTERPRISE BROWSERS
HOW ENTERPRISE BROWSERS CAN ENHANCE PRODUCTIVITY AND GENERATE SAVINGS.
For many organizations, contact centers function as the face of the company, serving as the primary avenue for customer interactions. Agents are the frontline soldiers in the battle for retention, helping to shape the perception of the brand with every call.
This is a major reason why relying on outdated technology can be so detrimental. Without the right up-to-date tools, agents cannot effectively and productively win over customers and keep their loyalty.
Imagine a customer calling in regarding a newly opened account or a complicated return process. The agent is eager to help, but things move slowly. They waste minutes searching for the necessary customer data and rekeying the same information across their various desktop applications- the CRM, knowledge bases, reporting tools, data / analytics platforms, chat, email- and beyond.
Depending on the nature of the issue, the agent might need to take multiple steps within each tool and perhaps even engage multiple colleagues to help. The call drags on and the customer and agent are both left feeling frustrated. This is an untenable situation for today’ s contact centers, whose KPIs typically include metrics on call resolution time and customer satisfaction.
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