Insights|6 Ways to Improve the Agent Experience with a Digital Assistant

6 Ways to Improve the Agent Experience with a Digital Assistant

Enabling a positive working experience for your agents will ensure a better experience for your customers — a truly win-win situation. Here’s how robotic desktop automation (RDA) helps, coaches and supports your agents in real time.

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by Sitel staff May 4, 2022 - 3 MIN READ

As customer expectations continue to rise, agents find themselves working in increasingly complex environments. Often, siloed systems and unoptimized processes stand in the way of their productivity. Inevitably, this impacts their experience as an employee, which, in turn, affects the customer experience (CX).

Picture this: On a single call, an agent needs to validate the customer’s identity, navigate between systems and resolve complicated queries — all while providing a positive experience for the caller. This is a lot for agents to balance when customer expectations (and call volumes) are high!

RDA, also known as attended automation, offsets these challenges. For example, a digital assistant or bot that is integrated into the agent’s desktop, when implemented effectively, helps streamline processes, compliance and accuracy. The result: an improved experience for both agent and customer.

So, what does this look like in reality, and where to begin? Knowing where to start and what to prioritize is a key step in the process. Here, we are outlining six best practices to improve the agent experience — and help boost performance across your contact center.

Before we dive in, watch this video if you’d like to see the Digital Assistant in action.

1. Define the End Goal and Vision of Your Ideal CX

Defining the ideal state of CX you want to deliver is a worthwhile first step in your journey towards a better agent — and customer — experience. Having a clear vision of the end state will help you see the foundational steps needed to get there. Start by putting yourself in your customer’s shoes. Then, examine the customer service processes and experiences you provide from their perspective.

This approach helps you identify friction and failure points in the customer journey that require redesign or RDA intervention. Then, you’ll see which internal processes and workflows need the most attention. In this way, envisioning your customer experience “utopia” helps you reverse-engineer the best possible situation for your agents.

2. Connect and Integrate Siloed Systems

Siloed systems add avoidable complexity to agents’ workflows. RDA allows you to bridge the gaps between disparate systems. This enables a fluid workflow that enhances effectiveness, standardization and service consistency. In practice, this gives agents access to all necessary information in a single pane of glass. Through RDA, this is possible without overhauling existing systems, which means fewer internal hurdles.

Digital assistants also reduce the number of logins associated with accessing multiple systems. They collate information from all systems, allowing agents to access everything they need with a single login. This frees agents from complex navigation and helps improve their efficiency.

3. Streamline the Customer Verification Process

Identity verification can be a time-consuming — albeit essential — part of the customer journey. To alleviate this, digital assistants gather and compile all relevant customer profile information. Then, they present key information and interaction history in a single window. The result is a much faster, more seamless and personalized customer experience. This saves the agent time, is great for compliance — like Know Your Customer (KYC) processes — and reduces the cost per call.

4. Coach and Guide Agents in Real Time

With self-service solutions absorbing inquiries capable of self-direct resolution pathways, agents can focus their skills where they make the most difference: on customer requests that are increasingly complex. This reality necessitates a greater need for on-demand guidance. Digital assistants address this by providing agents with real-time coaching and always-on knowledge management during conversations.

By searching knowledge bases across all systems, digital assistants provide agents with the correct information quickly and concisely. They highlight the optimal route to resolution by recommending troubleshooting steps and contextual knowledge items. They also arm in-call agents with customer-centric suggestions and the next best action based on the most desirable outcome — all in real time.

Not only does this reduce the cost and time of agent training, but it also reduces handling times and first contact resolution (FCR) by more than 10% on average.

5. Improve Accuracy and Efficiency with Standardization

Data entry-related tasks are time-consuming and prone to human error. Digital assistants can free agents from manual data input, giving hours back to the agent (and contact center) and improving accuracy.

One way that they achieve this is with standardized forms. These forms prompt the agent with relevant questions and provide a structured, compliant-friendly way of capturing data.

A digital assistant performs tedious, error-prone tasks quickly and with 100% accuracy. This leads to much lower error rates and enables the agent to focus on more high-value tasks.

6. Automate After-Call Work

Agents can spend as much as 5-10 minutes on post-call activities such as updating databases or filing call records. Allocating these tasks to the digital assistant streamlines accuracy and efficiency, freeing up the agent to focus on the next high-value call. This will encourage improved customer satisfaction results due to reduced waiting lines. And, you will harness the savings of a typically 20% shorter average handle time (AHT).

Ready to improve agent performance?

Sitel® Digital Assistant is a full-time agent assistant, real-time coach and always-on knowledge manager rolled into one. It works alongside each agent to complete administrative tasks, improve live performance, ensure standardization and provide contextual knowledge items.

  • Improved average handling times
  • Increased first-contact resolution rates
  • Lower no-fault-found errors
  • Time savings that raise performance across customer-facing operations

Make your conversations more effective, more efficient and more compliant with Sitel Digital Assistant working in the background as agents focus on the customer.

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