Steering your agents in the right direction
Imagine you could apply the principles of a sat nav system in the context of a contact centre to ensure your agents travel from point ‘a’ to ‘b’ taking the most direct possible route, without error and in the shortest time possible. This is essentially what real time impact (RTI) delivers by capturing interactions across multiple channels, analysing past interactions, identifying the root causes, applying workflows and business rules and consolidating that output to provide real time guidance at the point of interaction.
Customer interactions are effectively streamlined with agent guidance and process automation. It all sounds great in theory, but how does it actually work? RTI takes data from multiple applications and sources such as call recordings, customer data from your CRM, real time speech analytics and contextual data from previous customer interactions. It then processes this data through a real time decisioning engine and applies specific business rules unique to your contact centre and in line with your business objectives and in a matter of seconds offers real time guidance to agents during calls.
As well as navigating agents through the complexities of live calls the technology can provide further automation during the updating and retrieval of customer information across different sources. Many contact centres have multiple systems in place including billing, CRM and campaign management systems, which means that information has to be updated individually across each application.
Using RTI technology, agents can consolidate all data updates using just one application to input and extract relevant information, this then automatically updates that information across all systems.
Providing even further guidance, RTI can also be set up to prompt agents with questions and best offers tailored uniquely to that individual customer, turning a mundane service call into a sales opportunity and bringing back that ‘small merchant intimacy’ level of service. Ultimately RTI is a solution which can direct agents on the best route to take to achieve the best possible outcome during a live call.
To find out more about how your organisation could benefit from RTI, please email[email protected] or call 0800 458 2988 for further details