Your organization has been around for a long time; you’ve trained your customer service agents perfectly with no complaints… except they’re overwhelmed and stretched thin. Maybe your searches and queries are serving up a lot of suggestions of outsourcing your Customer Experience (CX) team entirely. We’re here to tell you that you don’t need to throw away years of hard work, trust, and loyalty to improve customer interactions AND make your existing team a whole lot happier.
Now is an exciting time to upgrade to cloud-based systems that offer more self-service options and plenty of tools to make your Customer Service Representative’s (CSRs) lives easier.
Agent Co-pilot
Through rigorous training and thoughtful selection, you’ve curated a team that meets people where they are with deep understanding of your organization and empathy for whatever plight they are reaching out about. But call times are still longer than you’d like and agents feel pressured to rush when volume kicks up. One solution we like to recommend is Genesys Cloud Agent Co-pilot. This AI-powered tool is trained ONLY on the information you give it and will work alongside your agent during interactions, feeding them information they would have spent time looking up or suggesting solutions to better assist, all while cutting down post-call admin work by providing summaries and sentiment analysis instantly. This handy tool can cut down call times and free up agents time for more important tasks.
Self-Service Option One: Natural Language IVR
Want to offer a low-cost self-service option? The old days of “Press 1 for…” are behind us. Today’s IVR’s can understand plain language, no longer needing the old phone tree. A caller can simply say “I want to pay my bill” and the IVR will help them accordingly. This can significantly reduce call volume.
Self-Service Option Two: Chat
Are you seeing an uptick in emails and other messaging to your CX channels? That’s a sign that your base might be looking for a more digital customer service approach. A personalized chatbot could be a great solution for FAQs and other quick self-service questions people might have. Your agents don’t need to be bogged down with “what are your hours?”, “Are you hiring?”, and so much more.
Self-Service Option Three: Virtual Agent
While today’s IVRs and basic chatbots have advanced to allow some agentic functionality, if you want true agentic operations, you’d want to adopt a virtual agent. DiRAD has their own, lovingly named DiVA, that can speak to callers as an agent would and handle almost every inquiry an agent can over voice or chat. The best part? DiVA scales instantly with no setup on your part. If call volume unexpectedly increases a virtual agent can handle it all, only passing the most complex cases to CSRs to handle. DiVA can also be configured as multi-lingual, ensuring every customer receives help with the least amount of friction.
Your Own Custom Omni-Channel Contact Center Platform
Did all of those options sound right for your team? Well, now it’s time to bring it all together. Platforms such as Genesys Cloud bring together voice, email, chat, SMS, social messaging, workforce management, automation, and in-depth analytics into a unified environment. Compared to traditional contact center systems, its biggest advantages are flexibility, scalability, and faster access to the latest and greatest. You never need to worry about not being able to meet demand during busy seasons or being left behind as technology advances.
While we do provide staffing (expertly trained by the best in the biz), we understand that organizations want to bring on their own people who have long lived in their culture. What we hate to see is great CX teams with outdated tools that leave them surrounded by ticket queues with no end in sight. Contact Center technology is not a one-size fits all and can be customized specifically for your organization’s needs. Contact us today so we can start designing the perfect suite of tools for your CX team.