Improving agent experience is a key priority for contact centres, as, in 3 out of 4 cases, agent experience directly impacts CX. One of the most effective ways to do this is by implementing business intelligence (the no.1 demand for 50%+ contact centre executives), revealing valuable insights into agent needs, expectations, and enablers. Here’s how:
- It enables scheduling as per agents’ preferred productive hours
Everyone has their preferred productive hours, not to mention personal obligations and non-work responsibilities. Further, agent productivity patterns have changed in the wake of the pandemic with the onset of remote work. Business intelligence helps to plan shifts in sync with the agent’s productive hours, integrating with the WFO platform to enable flexible but effective scheduling.
- It allows agents to improve call outcomes
The pressure to improve call outcomes (CSAT ratings, upselling/cross-selling wins, etc.) are among the most high-pressure elements of the average agent experience. Business intelligence can reveal helpful insights such as customer behaviour trends, demographic tips, and mood indicators that equip agents to sell more effectively. Better outcomes result in heightened job satisfaction.
- It prevents problematic conversations from escalating
Through business intelligence reports, contact centre managers can map problem callers and identify the root cause of the issue. In future interactions, agents can keep a watch on customer behaviour and anticipate frustration before it can escalate. They can either alter the call script or reach out to a supervisor, ensuring that the problem caller does not cause undue stress.
- It anticipates turnover risk and drives employee engagement
In a contact centre, business intelligence can be utilised for employee experience (EX) as well as for customer experience (CX). For instance, it could reveal the ideal workload mix for an agent, the hours when they are most likely to make errors, the type of work that causes disengagement. Contact centre managers can use this data to improve EX, saving turnover costs in the long term.
- It prevents understaffing during peak periods
A major reason for sub-par agent experiences is understaffing. If there are too few agents at peak periods, customers will have to wait in the queue, which means they will begin each interaction with a sense of frustration. Agents will also be under pressure to wrap each call in the shortest possible time. Business intelligence enables accurate forecasting so that agent supply is aligned with traffic demand.
- It reduces favouritism in compensation, rewards, and recognition
Business intelligence reflects a clear, objective, and data-driven picture of agent performance. Where compensation is linked to call outcomes, there can be no doubt around the pay an agent has earned. Business intelligence reports also highlight performance trends that merit recognition, creating a culture of transparency, trust, and teamwork.
- It enables more effective upskilling
Finally, business intelligence reports can highlight gaps in agent capabilities – both hard skills (product knowledge, familiarity with compliance checklists, etc.) and soft skills. By addressing these, agents not only improve their performance in their current role but also add to their overall employability.
