Collaboration: Improving CX in the Contact Centre 

Ways collaboration improves CX 

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Improving CX in the Contact Centre 
Contact CentreInsights

Published: February 5, 2021

Carly Read

We’ve all heard the popular sayings ‘two heads are better than one’ or ‘a problem shared is a problem halved’ and when it comes to delivering excellent CX, both phrases couldn’t be more true. This is because collaboration makes for a far better CX experience and this is in a variety of different ways.  

This can be through simple teamwork throughout a hierarchy of roles or software collaboration to help make the cogs in the wheels of the organisation turn more smoothly. Collaboration helps a business to achieve a common goal, improves efficiency and also helps to motivate agents.  

Examples of collaboration include:  

  • Unification: When teams are communicating across all business departments, agents feel they have a better support network. This means that any gaps in their knowledge are filled promptly, so call times are reduced, along with the need to pass customers around to different departments 
  • Identify Strengths: One agent might be the better logical thinker in comparison to another who might possess natural management skills. Another agent may make a good mentor while another on the other hand might need more support 
  • Encourage Patience: With patience comes listening and, more importantly, learning. Agents must remember to patient with new staff members who are learning their roles so that their skill set can be boosted to the same degree 

Wayne Lee, Product Manager at Enghouse Interactive, puts the topic down to striking a balance with the customer using an array of collaboration tools to help aid the live agent.  

He said: The full range of media used for collaboration and communications is becoming more accessible to customers and businesses. In the contact centre industry, the workflows between the agent and customer are converging.  

Agents need to use the best media to address and escalate customer cases. For example, if a customer opens a complex ticket via text message, an agent may need to switch to a phone call or video call from the same window seamlessly. 

And this is the forte of Vidyo, an Enghouse Interactive company that provides enterprise-grade video quality, healthcare-grade privacy and patented routing technology to allow for customers to gain true conversational video with crystal clarity. 

Tzachi Levy, SVP of Product, added: There is a shift towards the mentality that companies need to address all customer workflows, regardless of the entry point, to effectively manage conversations.  

Unified Communications (UC) converging with Contact Center (CC) shapes the contact centre space, allowing agents to address customer needs without collaboration silos impeding customer satisfaction.  

Enghouse Vidyo has a unique position to integrate its state-of-art collaboration technology with unified communications into Enghouse contact centre solutions (via their Dialogic and Vidyo acquisitions). This innovative approach will take the contact centre to the next phase. Providing the agents with a full range of communications will transform the entire enterprise into a customer-facing organisation. 

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