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What does one second mean to you? In the Olympics, it could mean the difference between gold and silver. And in business, that one second can translate into dollars in terms of operating costs--more specifically, the cost of running a customer service contact center.
It's estimated that 65-70% of contact center costs are human resource-related; so the more productive and efficient your agents, the more cost-effective your contact center. One of North-America's largest operators estimated that by managing to shave 17 seconds off their average handling time (AHT) they actually saved $12 million annually! But you can't just rush your agents through the phone call without properly completing customer requests--you'll end up offering a poor customer experience.
Increasing quality of service. Improving response times. Keeping customers satisfied with a great intentional customer experienceTM. Reducing operating costs. Growing revenues. With so many conflicting, multi-faceted objectives, how do you find the balance between them all?
Amdocs, a multiple-award winner for contact center solutions, can help you keep your balance and get it right with the Amdocs Smart Agent Desktop Solution. Its smart guidance capabilities deliver context-sensitive advice to the agent during the actual call itself. It provides one desktop for accessing and using multiple, disparate applications. And, and its desktop monitoring and analysis capabilities quickly identify bottlenecks in the process flows of your contact center so that you can quickly react before your agent performance goes down. In addition, the Smart Agent Deskop Solution can positively impact revenue generation activities with tools to provide the agents with real-time recommendations on the best offers to present tailored to the individual customer. All these capabilities help to:
- Reduces agent training time
- Increases first call resolution
- Reduces call transfers and average handling time
- Reduces contact center workload
- Increases customer satisfaction and loyalty
- Increases add on sales
The products and servicescapabilities and services of the Amdocs Smart Agent Desktop solution include:
- Unified Agent Desktop
- Comprehensive Customer Service
- Direct Sales
- Scripting
- Contact Center Optimization Service
Contact Amdocs today to learn more.
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