Issue link: https://read.uberflip.com/i/1483306
The Missing Stakeholder in Building Better Experiences Combining the experience of agents and customers is the core to contact center success. The quest to improve both started long ago through the use of basic interactive voice response systems. These provided convenience and expanded business access to customers while lifting the burden of tedious, time-consuming tasks off agents. From there, the concept of self-service blossomed through creatively utilizing email, chat, the web, and mobile apps. Today, this is done with advanced AI-driven intelligent virtual assistants (IVAs) and bots. As interaction channels exploded to match customer needs and preferences, a parallel development occurred with tools that assist agents as they navigate the complex labyrinth of customer issues, questions, and actions. However, the realities of managing a business demanded a fair share of development dollars long before improving CX and EX became the prime focus of customer care. This is because a third player—the business operations manager/supervisor—has a vital stake in the equation of "better experiences = better business outcomes." Managers and supervisors are the engine behind smooth contact center operations, capacity planning, onboarding, and effectively training and supporting agents. As a result, significant innovation has occurred in the areas of quality and performance management, workforce management, and workforce optimization (WFO). You could say that rather than "happy agents, happy customers," it is "efficient operations managers lead to awesome agents, which lead to happy customers." Experience Stakeholders Focal Points for Success BUSINESS OPERATIONS MANAGER • Analytics and business insights • Operational efficiency • Capacity planning CUSTOMER • Channel of choice • Self-service • Omnichannel experience AGENT • First contact resolution • Customer experience • CSAT Optimizing Your Contact Center Resources Uplifts the Experience for Everyone 4 All rights reserved © 2022 Frost & Sullivan | www.frost.com