SOFTEL have been looking at the emerging trends and available technologies in the Contact Center operational marketplace – and how that could change the way Agents work on their desktop;
The average contact center desktop contains around 12 integrated systems, displayed in a variety of ways. From legacy back-end systems (VAX, AS400, etc.) using middleware (MQSeries, etc.), to bolt- and add-ons through Java Applets, C#, .net and a plethora of other programming suites. If the Agent is lucky, then each of those elements are displayed via a single interface, generally referred to as an “Agent Desktop”. We’ve found that the opposite is frequently true and many Agents struggle to maintain interactions while navigating content and information from disparate software, applications, web portals and other enterprise sources. All of the major CRM, CTI and Omnichannel vendors have their own perspective on how to combine operational information into one source providing a coherent, static interface;
With Big Data applications and the emergence of Content and Knowledge Management the automation of information, tasks, responses and workflow are set to change…
The vast majority of integrated desktop information systems are triggered by information provided from external sources. For contact centers, that’s usually data or information relating to an interaction, a customer – or a product. Information can be pre-populated on screen as the Agent takes the interaction and works through it. Usually, a level of knowledge management is applied, too – perhaps through a keyword or a key phrase. From there, a pre-scripted series of possible responses may appear within the interface (“Agent Scripting”). All of this is intended to assist the Agent in carrying out their tasks as efficiently as possible. But does it? Without a level of content management, it may well be that none of the information being provided proves relevant – and this can actually cause the Agent more work as they navigate through to the information they need. Applying a level of control and monitoring can shape those processes, honing them through learning – a level of Artificial Intelligence.
The future of the Agent Desktop may not be apparent to the Agent themselves – but a lot more automation is on the way. Big Data Content and Knowledge Information being gathered on the information being presented – and how Agents interact with that information, means being able to hone and clarify what’s important to each and every one of them. Not just the wide-ranging, broad brush approach of today but a dynamic interface which can change with the flow of information being populated, in real time. And, with new uses for Voice Analytics, that dynamic flow of presented information can involve the context of a voice conversation, too! If an Agent moves from one subject to another, at the request of a caller, voice analytics can mine the conversation in real time, aiding them in presenting relevant information as the call progresses.
Finally, the “learning circle” becomes complete when operational analytics are able to determine a “best course of action” based on previous interactions and information. This can lead to full automation of repeated tasks, freeing up Agents to deal with new and uncharted questions as the more mundane tasks are ported over to IVR or auto response bots, across any channel of interaction;
SOFTEL have a unique view on Content and Knowledge Management through Big Data analytics – and how these emerging areas can effectively support Contact Center operations, reducing workload through automating tasks. Why not contact us and see how we can support automation and enhance workflows in your Contact Center?