• 04:06:53 am on March 4, 2010 | 0
    Tags: , , , , , ,

    Call Center Agents Need a Voice Navigation System!

    Today’s voice navigation systems help you get to where you need to be and let you focus your attention on what’s important: driving.

    Think back to life in the old days, before GPS. You’re lost with a map open on your lap, looking for the right street to turn into and driving more slowly than rest of the traffic. Angry are drivers honking loudly behind you!

    This can’t be too different than how call center agents feel about their current tools and technology. Their typical desktop applications open up to reveal an ALT-TAB nightmare — 20 tabs with 10 tabs under each of those tabs. It’s not uncommon for an agent to have 15 of these applications open at once. Their desktop search function, if it works, returns a long list of possible solutions. Their knowledge solutions, if available, come in the form of long documents. And, they’re expected to figure how to navigate all this while trying to help a customer on the phone. Pretty grim environment to work in, eh?!

    Now imagine the equivalent of a voice navigation system for call center agents. A  system that presents the agents with an intuitive and interactive experience to lead them to the right resolutions quickly. By delivering the ideal blend of process, screens, and contextual knowledge, a service experience management system can act just like voice navigation system, letting agents focus on what’s important: the customer.


Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

%d bloggers like this: