Support your agent

Support your agent

We have in previous blog posts talked about how to cater for your customers’ needs. We have also mentioned that it’s important to take care of your agent. In this blog post we will look closer on how you can support your agent using the CEC solution.

First thing that might come to manger’s minds is the high costs of having agents. It’s pretty obvious that the biggest cost of a customer service or call center is the agents. Wouldn’t it then be a fantastic support to get at least a hint on how many agents you will need on the floor? One of our latest customer success packages is the workforce management package. Here you get historical reports and predictive reporting to give you an oversight of how your agents are performing and how you can improve your team. This will not only be good for you as a manager, but also for your agent. By making sure you have the right number of agents on the floor, you will create an environment that is not stressful but still keeps your agents engaged.

Help your agent prepare

In the past when I’ve worked as an agent in a customer service like environment the biggest problem have been the lack of preparation. I once worked (for a very short time I have to admit) as a telemarketer. The problem was that I had no idea what I actually was selling. I had no way of answering questions potential customers had for me. This means it only was embarrassing and it didn’t give me confidence in what I was doing. Do I even have to mention that I didn’t sell anything?

In CEC there are especially two great functionalities that will give your agent the preparation they need. First, we have an excellent scripting tool that is flexible and easy to use. This tool can automatically pop up when a new call is coming in and make sure that your agents asks the basic questions they always should ask. You can also set up scripts for different categories of situations that might come in. By having this set up you can make sure that every new agent asks the right questions without too much training. This will save both time and money for your organization.

Second function is if you choose to use CEC to a bigger extent. What I’m referring to is how CEC can be used as a lighter version of a CRM system. The foundation is the customer profile which can be created and managed in contact management. This together with the ‘interactions’ section (can be found in the different kind of interactions to the right) will give your agents a lot of information about a returning customer.

The agent’s process

If you think about it, any work you do to improve the process will help your agent. A big part to help with this in the CEC solution is the queueing system. That is why the omni solution is one of the best ways to support your agent. By adding all your communication channels to the platform, you will give your agent the chance to use their time effectively. They don’t need to seek out the customer because the customer will come to them as soon as they are set as ready.

In conclusion, the more you use the different features of CEC the better support you will be able to give your agents. So do yourself a favor, and your agents, and explore all of CEC:s possibilities. Remember that my colleagues and I are always there for you if you feel unsure of how to create the best possible process. Sometimes it’s a good thing to get other points of view on how to create the right process for your customer service. We know what is possible with the platform and you know what objectives your organisation has. Read more about the platform here.

Anna Itzel - marketing manager at connectel


improve the statistics

3 ways to improve both statistics & how you communicate with customers

3 ways

to improve both statistics &

how you communicate with customers

We often want more and more and we rarely are satisfied with what we’ve got. Could you call it greed? Maybe. Many people have today a naive expectation on IT that it will solve all problems. But at the same time we have a high mistrust against IT. What if it actually was possible to both have the cake and eat at the same time? What if there is a scenario where we could have everything we want in both soft and hard metrics?

We will in this blog post list three solutions or processes that can both improve how you communicate and also improve the statistics your agents deliver. All that without increase the stress and pressure on your agents!

1. Gather all systems in one place for the best overview

Something you see in many successful companies is their emphasis on efficient processes. Cutting time and tasks where it’s possible can almost be an obsession with these large corporations. Because the understand that time is money. I’m pretty sure you understand that as well. A majority of your budget probably goes to agents, so every minute matters.

The problem with budgets is that when a customer support manager is under pressure that can result in added stress on agents. That is stress that will not make your numbers better long term, only short term. By helping your agents with their work process, just like the large corporations, you can improve the numbers long term. A great of doing that is to gather as many systems and tasks in the same place. That will help your agents avoid wasting time on searching for the right system and page.

2. Show the customer information where you are working

Even if this one is closely connected to the earlier topic it has more to do with easy access to relevant information. Your agents will be able to answer questions quicker and finish inquiries faster if customer information is available exactly where your agents will use it.

Don’t underestimate the time it could take for your agent to search for a customer and then finding the information they are looking for.

3. Smart distribution & automations

This is a big one, and probably one of the most important ones. A customer support system should be able to intelligently distribute new inquiries. Based on agents’ availability inquiries should be sent their way. That way agents will never be able to cherry pick easy inquiries of take unaccepted breaks without it showing in their statistics.

The even better thing is when you combine smart distribution and automations. Let the computer for example look up a customer based on their phone number or an identifier given in the phone line. It will save incredible amount of time, and the agent can put their energy on the customer instead of finding information. In this solution you can let the agent work on the customer relationship instead of your inefficient process.

As you can see it is possible to have the cake and eat it too. But you will need to rely on the expertise of IT professionals who does these things for a living. Teaming up with the right software company is key to building a process that will work in the long term.

Anna Itzel - marketing manager at connectel
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Internet capacity failure

Description: Capacity failures in internet link

Affected Services: INT

Affected Geographical Area: Stockholm

Current ETR: 04:00 GMT+2

Event Start Date/Time: 2018-03-22 17:00


Disruption in AWS

Description: Disruption in communication towards Amazon Frankfurt

Affected Services: CEC,Voice

Affected Geographical Area:

Current ETR: 14:00 GMT+2

Event Start Date/Time: 2018-09-13 09:00