Empowered Customer Service Representatives Create Happier Customer Experiences

Call center representatives use an average of 8.2 different systems and tools in customer interactions, have 23 colleague interactions while resolving customer issues, and encounter an average of 130.5 different tech support interactions.

-?Gartner

Managers reported that agents take 8 weeks to become proficient in coordinated economies, 16 weeks in liberal market economies, and 12 weeks in industrializing economies.

-The Global Call Centre (GCC) Project

When customers do not get their issue dealt with the first time, it's a snowball effect that impacts future calls. 30% of contact centers call volume are call backs from previous, unresolved issues?

-SQM

Fret not! As the good news is here. The most successful call center heads of customer support and CXOs share?the top secret to empowering agents,?that set the stage to delight customers and keep agents fulfilled in their roles.?Which is-?“Enabling the new age real-time Agent Assist for your Call Center agents?to?witness the out of box experience for your customers and support heroes (agents)”

What is an Agent Assist?

?A true virtual companion to your agents- the Agent Assist, is an AI powered bot. It helps your agents deal with customer support queries with continuous on screen support and real-time guidance based on acoustic (nonverbal), linguistic (verbal), and desktop activity to employees working from anywhere.

?The agent assist empowers agents across?Voice?and?Chat?by providing:?

• ?Ready to send tailored responses?
• Access to behavioral analytics and ready transcriptions??
• Peer-to- peer interactions for complex queries?
• Customer curated responses based on Sentiment analysis??
• Knowledge bank to the agents

How does it help agents?

Voice and Chat assistance has a holistic impact on the agents’ operations. Right from working experience to overall productivity, it helps agents excel in their tasks.

• Decreases churn by improving your agent experience
• Provides real time assistance for work-from-anywhere agents?
• Saves average handling time with tailored & canned responses?
• Automates tasks & guides agents with the appropriate action

How does it help customers?

The intelligence of Voice and Chat assistance ultimately enhances the customer experience.

• It reduces the handling time significantly and delivers zero waiting time.
• The customers get accurate solutions to their queries every time.
• The query resolution is performed successfully in the 1st?go
• The overall customer experience is refined with real-time personalized solutions.

How does it help business?

The agent assist has a great impact on the business performance. It is evident in the unbelievable results businesses deliver.

• The CSAT is increased with real time query resolution?
• The timely intervention and coaching opportunities boosts the agent productivity
• The high-speed and smooth onboarding improves the ROI
• The overall operational cost is reduced significantly

Engagely Agent Assist?is a simple yet powerful AI solution designed to help agents on-the-job and in real-time.?

Voice Of The Leader

Call center agents plays very integral role in overall customer experience for the brand, with Engagely's Agent Assist our focus is how quickly we can onboard & train new agents, cater their needs, ensures accuracy and consistency in replies and boost productivity.

Himanshu Chauhan - Chief Operating Officer, Engagely.ai

Read Blog here?to learn more about how Agent Assist empowers agents with real- time intelligent assistance

Get started with the must have AI solution that brings out the best for your Agents and from your Agents. So, what are you waiting for??Simply drop us a mail at [email protected] and our executive will guide you through the nitty-gritties of AI Agent Assist