Outdated contact center software, lack of reporting and tracking, poor knowledge management and disjointed collaboration are some of the common challenges contact centre employees face with remote working.
Research* says that integrated access to software tools and applications is a key necessity for agents: 59 percent have to use multiple tabs to resolve customer issues, and 56 percent have to complete operations manually.
When it comes to reporting and tracking, there’s a lack of visibility across teams and performance metrics, both realtime and historic. Agents have to juggle multiple spreadsheets and antiquated systems, which leads to missed insights that will give both supervisors and agents the necessary knowledge to make fast and informed decisions.
Data* shows that 52 percent of those employees spend too much time trying to find information and that 34 percent believe that they do not have the right customer data available at the time of the request. All of these factors make the agent “ill-equipped to resolve customer issues and disconnected from the rest of the business, leaving them alone, in a sea of problems” (Calabrio: The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era).
Agents are clear that current contact centre technology is falling short of what they need to raise the bar in customer experience. Agents need to multitask across voice and chat interactions with contextual customer data, and have the tools to automate routine customer requests, and pass more complex inquiries to live agents, with context, for faster resolutions.
Like consumers, agents would also like their contact centre experience to be more seamless and focused on customer experience—having a single UI that surfaces only relevant data fields from multiple applications to an agent reduces handle times by as much as 30 percent, for example.
Hence, choosing a flexible solution like Twilio Flex then becomes critical to give the agents all the tools they need to do their jobs easily and efficiently. Twilio Flex is designed to be integrated with the tools that power the contact center business, including CRM systems, whether it be SaaS, on-premise, or even custom. With Twilio Flex, contact center supervisors, managers, and data analysts are able to deliver their best, by creating, modifying, sharing, and consuming reports and dashboard, which leads to improved contact center productivity and accelerated customer resolutions.