Efficient contact centers leverage self-service technology where it adds value, but not all conversations can be handled by automation. When automation isn’t the best answer for your customers, your agents must be equipped to handle each customer’s unique needs.
Your agents should be set up for success from the beginning of a conversation. When a customer has already provided information to an automated system or another agent, you can’t start a conversation with “who are you” or “how can I help you”. DDV will help you implement a solution that provides agents with better context for the customer’s call so you can create a consistent and positive customer journey.
If you have a multi-channel contact center, it’s vital to ensure your agents have a complete view of every interaction the customer has had with your business. DDV designs the agent’s desktop environment to bring together all communications and enhance it with vital information about the customer so your agents can readily see:
- What kind of a customer is this?
- What business workflow is in progress?
- What recent transactions have occurred?
- What proactive communications have been sent?