Creating a Great User Experience in Your Microsoft Teams Contact Center — Who Are You Forgetting?

In this episode of Always On CX:EX, Jon Zoltie joins host Josh Chronister to discuss designing great user experiences for contact center agents, supervisors, and customers.

They cover topics like IVR design, agent and supervisor interfaces, omnichannel capabilities, and how enhancing internal experiences ultimately improves customer satisfaction.

1. Topic: IVR and all user experience

Question: Who is most often the user left out of IVR design?

Typically, it's the agent. While the IVR is designed to improve the customer journey, the knock-on effects on agents are often overlooked. Ensuring calls are routed to the right person with the right skills can lead to higher first-time resolution rates. Additionally, it means agents can handle calls from customers they know they can help, improving their job satisfaction and reducing turnover.

2. Topic: How the contact center design and user interface impact agent experience

Question: What’s an example of great user experience or design related to agents handling customer interactions?

Simplicity and choice. A user-friendly interface can save time on training and reduce frustration. Using a consistent technology stack, like Microsoft Teams, can also streamline processes. Additionally, providing agents with the necessary information, such as CRM data, can enhance their efficiency.

3. Topic: How the contact center design and user interface impact supervisor experience

Question: What’s an example of great user experience or design when it comes to supervisors effectively managing the contact center?

A supervisor interface should be similar to an agent's but with additional functionalities. Supervisors should be able to monitor agent activity, handle calls if needed, and easily make changes to the contact center's operations.

4. Topic: How the agent and supervisor experiences impact customer experience

Question: How a great user experience for agents and supervisors translates to a great customer experience?

A positive experience for agents and supervisors directly impacts the customer experience. Efficient agents can handle calls more effectively, and well-managed supervisors can ensure smooth operations. Factors like conversational IVR and accurate skill-based routing can significantly improve customer satisfaction.

Best Moments:

• (02:43) Importance of involving agents in IVR design since they best understand customer pain points
• (08:43) Key elements of good agent interfaces: simplicity and choice
• (13:30) Giving supervisors self-service capabilities to update things like hours and routing frees up IT staff for other priorities
• (25:55) Omnichannel consistency and flexibility are crucial for contact center agent experience

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