The rise of online and remote business operations has emphasized the significance of contact centers as the primary interface between customers and businesses. These centers have emerged as the forefront of customer service, often being customers’ main point of interaction. Consequently, their role in customer retention and revenue growth has become increasingly crucial.
The surge in contact center activity has sparked a positive transformation in contact center capabilities, especially with customer service agents transitioning to remote work. Even prior to the pandemic, contact centers utilizing modern systems and streamlined processes excelled in maintaining competitiveness.
In traditional contact centers with fragmented infrastructures agents lack a comprehensive 360˚ view of the customer landscape. This means they spend significant time and effort searching for customer information across multiple applications or manually inputting customer requests into various systems.
Why Do Contact Centers Need To Evolve?
Agent productivity is often hindered as valuable time is wasted bridging knowledge gaps while assisting customers, leading to extended call resolution times. Manual processing of requests also introduces the risk of errors, further impeding efficiency.
Consequently, customers may experience prolonged hold times or be asked to call back, resulting in negative experiences for both customers and agents. This negatively impacts critical contact center key performance indicators (KPIs) such as average handle time (AHT) and customer satisfaction (CSAT), ultimately affecting the overall success of the business.
With a surge in requests and growing customer dissatisfaction due to extended hold times, many contact centers are now exploring or implementing automation solutions to cope with these increased demands and enhance the agent experience.
To address these challenges and improve the agent experience, contact centers are integrating agent desktop solutions, equipped with unified customer information and intuitive interfaces, streamlining workflows and eliminating the need for agents to switch between multiple applications. This consolidated view of customer data empowers agents to provide a seamless and personalized customer experience. It ensures that agents have the necessary tools, knowledge, and support to foster a positive work environment, resulting in higher agent satisfaction and reduced turnover.
QAgent: An AI-Powered Desktop Solution Powered by AWS
Quantiphi’s QAgent is an AI-powered agent desktop solution built on Amazon Connect that transforms contact center operations by prioritizing both customer experience and agent needs. Designed to enhance agent experience, boost productivity, and improve customer satisfaction, QAgent offers many features on a single unified screen. By providing agents with a unified screen, encompassing AI-driven features and functionalities, the solution creates a productive work atmosphere, increases job satisfaction, and empowers agents to deliver exceptional customer service, leading to overall contact center success.
Unlike traditional contact centers that often overlook agent needs, QAgent bridges this gap by offering a unified screen with agent-friendly and AI-driven features and functionalities like script recommendation, CRM integrations, etc. This creates a productive work atmosphere, increases job satisfaction among agents, and ultimately enhances the customer experience. With QAgent, contact centers can achieve higher retention rates, reduced call resolution times, increased productivity, and optimized costs, all while prioritizing both customers and agents. This AI-powered desktop solution prioritizes agent convenience and positive agent experiences, allowing them to excel in their roles and drive business success.
Get in touch with our experts to learn more about our AI-powered agent desktop solution for your contact center to stay ahead of the curve.