To solve a contact centre issue talk to the people ‘at the coalface’, who are often the agents/advisors. Sounds obvious but in hectic business environments it doesn’t always happen.
We get asked to do Consulting sessions, for example, because average call centre handling time is too long. There are different reasons for agents taking too long to handle a call – often it turns out to be slow, outdated IT systems which prevent them from accessing information quickly. By sitting down with the users, the solution could be identified fairly easily and improvements implemented that benefit you and your customers.
Tech takeaway: Often the people who can tell you everything you need to know to find a solution are the agents/advisors, because they use the systems and speak to your customers daily.
Next time: Halloween contact centre horrors …