If You Love Your Agents, Set Them Free                                        *
   Capgemini Consulting and Sword Ciboodle...
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Love Your Agents UI Software

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Ciboodle and Capgemini Consulting UK can give your agents the freedom to choose the user interface software that suits them best, for happier, more productive agents and superior customer interactions.

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Love Your Agents UI Software

  1. 1. If You Love Your Agents, Set Them Free * Capgemini Consulting and Sword Ciboodle revolutionise the contact centre interface We know that everyone is different when it comes to the way they absorb, process and interpret information. Do you prefer words or images, the big picture or the fine details? Creamy, delicious, vanilla ice cream with a rich, succulent, melt in the mouth belgian milk chocolate coating. Tasty, yummy and messy! Now apply this thinking to your contact centre UI. Is it suited to your needs? Is it suited to the needs of your agents? What happens when contact centre agents are using software that they are not comfortable with? • They take longer to assimilate and process the information, increasing call handling times • They pay more attention to interpreting the information on their screen than to the customer • They require more training and coaching when learning new processes The brain is an incredible device – let’s use it in the right way! Do you love the finer detail When preparing a PowerPoint Would you give directions or the whole picture? do you prefer words or pictures? or draw someone a map? words words words words words words • second left words words words • first right words words words words words words • on the left We believe that contact centre agents should have the We believe that choice for your agents will improve your freedom to choose a user interface that best suits their customer’s experience. individual learning style. Tailoring the interface to your agents’ preferences will help By providing a choice your agent will feel empowered and be create a workforce that is more self reliant, can handle more productive. In addition to the Ciboodle One standard interactions more quickly and is more focused on your interface, further UI’s have been developed to appeal to customers’ needs rather than their own. different user groups. The ease with which agents navigate a system directly affects Imagine a UI that has been designed for the highly visual their ability to influence customer interaction outcomes. What’s individual; someone who responds well to images, and who more, because agents are not having to struggle to interpret likes to process information in mental pictures. the interface, they are able to listen to the customer, action requests as separate activities shortening average handling In contrast, consider a UI that appeals to those who prefer time, increasing first call resolution and ultimately providing a text and ideas expressed as words. better customer experience. * Of course, we don’t mean the freedom to get up and walk out of the contact centre, we mean the freedom to work better: I can choose, I feel good, I do more For more information please contact: Sword Ciboodle Capgemini Consulting Paul McGlynn Patrick James Director of Alliances EMEA UK & Global Head of Marketing, Sales and Services e: paul.mcglynn@sword-ciboodle.com e: patrick.james@capgemini.com

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