In our last blog we discussed how the Agent Desktop can facilitate superb customer experiences – arguing that by creating intuitive and easy-to-use desktops, organisations can eradicate technology silos and manage customer conversations holistically.
However, delivering a successful service operation is about more than just creating the right agent environment. It’s also about recruiting the right people and then training and motivating them to deliver service excellence. Plus having efficient business processes, appropriate workflows, effective contact handling technology and a lot more besides.
Technology that provides the visibility and tools required to ‘supervise, support and manage’ is also key. Which is why it’s important that the Supervisor Desktop is every bit as flexible and intuitive as the Agent Desktop.
While agents are primarily concerned with their own performance, supervisors are tasked with managing individual and team performances as well as configuring and maintaining the technology to deliver the required results.
This is not an easy or straightforward exercise, especially in an environment that is becoming more complex by the minute. The introduction of new multi-channel web, email, SMS and social media interactions into the contact centre operation is a major new challenge in terms of adding and managing new processes and training agents.
Considering and implementing methods of implementing new concepts such as the customer journey and customer experience add to the breadth and complexity of the contact centre supervisor and management tasks.
Therefore it is imperative that the Supervisor Desktop is presented in such a way so as to simplify these tasks to whatever extent possible. This is best achieved by:
- Adopting a business rules approach to system set-up as opposed, for example, to flow-charting or utilising directory structure formats
- Applying rules and configuration items generically across all media channels, rather than having to consider each media channel separately for any given queue or service
- Presenting new options at the appropriate point as and when required, rather than flooding the screen with everything at once
- Using wizards and drop-down menu choices to create and populate processes such as IVR auto-attendant menus, queue scripts and overflow rules
- Creating automated services that can be applied to more than just a voice service e.g. an automated service could be delivered as an IVR on a voice channel, as a series of questions and answers on a web-chat channel, or even as a series of texts on an SMS channel
In Contact+, the core entity of the system is the service being offered, whether that be an in-hours agent based service for the support of a particular IT product or a 24 hour automated bill payment service. At the same time that a service is created, any or all media channels can be defined for that service together with their attributes such as source (e.g. CLI, from email address etc.), destination (e.g. DDI, to email address etc.), active periods, overflows rules, SLA’s etc.
So for example, you may wish to assign a voice and email channel for the agent based IT support service above, and a voice and web-chat channel for the bill payment automated service.
The Macfarlane Contact+ Supervisor Desktop takes all these considerations into account, providing a truly integrated set of management tools that work generically for all media channels. Tasks such as creating, modifying and maintaining contact routing rules and agent profiles can be achieved in just a few clicks, without having to repeat steps for different communications channels.
The end result is a simple yet powerful management interface that enables contact centre supervisors to manage end-to-end operations without the need for IT support or other specialist help.by