Elly Yates-Roberts |
Upland Software has released a whitepaper titled Why happier agents means happier customers, which discusses the importance of modernising contact centres to enable agents to perform their jobs better and more easily, ultimately delivering a more personalised and satisfying experience for customers.
Throughout the whitepaper, Upland Software highlights how the evolution of today’s customers has forced businesses to step up their operations to meet their expectations. For example, customers demand a more personalised customer service experience and want their issues to be resolved as quickly and effortlessly as possible. Without the right technology in place, call centres are having an increasingly difficult time fulfilling these heightened expectations, and the lack of a positive experience can reflect poorly on the organisation and impact customer perceptions and loyalty.
According to Upland Software, computer telephony integration (CTI) is one of the most important tools a business has for improving its overall performance and is key to ensuring “that both customers and agents are fully satisfied and that interactions can run as efficiently and pleasantly as possible”.
The firm’s CTI solution – called Upland InGenius – ties together telephony and customer relationship management (CRM) systems, such as Microsoft Dynamics 365, to streamline contact centre operations. It offers users several benefits including providing agents with valuable caller information from the CRM, enabling them to efficiently capture and act on important call details.
It also aggregates data from various contact centre touchpoints on one platform to enable agents to quickly access information and reduce waiting times for customers. Additionally, the product offers performance metrics, which can be used to determine the strengths and weaknesses of agents and decide who’s best to handle specific customer requests. According to Upland Software, this approach to agent-customer matching allows organisations to deliver exceptional service to “high touch” customers, reducing churn potential.
Read the full whitepaper.