Infographic: The Effective Customer Service Agent

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By cultivating these six key areas, your contact center agent can positively impact enterprise operational efficiency, and you can subsequently increase employee productivity and morale.

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Infographic: The Effective Customer Service Agent

  1. 1. www.openspan.com Follow us online v0314 By cultivating these six key areas, your contact center agent can positively impact enterprise operational efficiency, and you can subsequently increase employee productivity and morale. The Effective Customer Service Agent Increase agent engagement Improve worker efficiency and optimize work throughput Boost agent and group performance Align processes to drive business results Maintain internal and regulatory compliance standards Reduce errors and costly rework Aggregate all mission-critical customer data into a single view Eliminate navigation between multiple disparate systems and applications Reduce training times and associated costs Analyze operational impact and maintain optimal uptime Identify process breakdowns and bottlenecks Pinpoint automation opportunities Eliminate redundant manual activities Streamline workflows and refine processes for optimal performance Increase agent efficiency and optimize call handling Collect activity intelligence and analyze worker behavior Correlate activities and outcomes Identify best practices that result in gold-standard behaviors AUTOMATE WORKFLOW GAIN ACTIVITY INSIGHT SIMPLIFY THE DESKTOP ENFORCE PROCESS ADHERENCE GAMIFY AGENT ACTIVITIES MONITOR SYSTEM PERFORMANCE

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