Page 11 - Telecom Reseller AprilMay 2015

April/May 2015
Telecom Reseller 11

Study by ICMI and Five9 Reveals the Root Agent Apathy: he Root Cause of Poor
Customer Service highlights the efects of agent
Cause of Poor Customer Service - Agent Apathy
apathy and how it is hindering the success of
today’s contact centers. To view the full report
please visit: tinyurl.com/o3v4853
To learn more about current industry trends
and hear from top professionals in the ield,
he International Customer Management Do your agents have the authority to do what ICMI and Five9’s research report helps register for the 2015 Contact Center Expo &
Institute (ICMI) in partnership with Five9, a is necessary to resolve the customer’s issue?
customer management professionals to Conference, taking place May 4-7 at the Walt
provider of cloud contact center sotware, today Are their tools and technologies as eicient determine the answers to these questions and Disney World Dolphin Resort in Lake Buena
released the 2015 report, “Agent Apathy: he and efective as possible?
highlights actionable insights to place agents as Vista, Florida. ■
Root Cause of Poor Customer Service.” he Are you holding them accountable for things a top priority for the successful progression of For more information and to register please
report reveals that contact centers tend to place they can actually afect?
their organizations.
visit: tinyurl.com/o7gglec
the agent low on the scale of organizational importance, resulting in detached agents and
ultimately, poor customer service. To avoid
the consequences of agent apathy, the report
provides actionable insights into how to raise the
signiicance of valuable employees.
Findings from this report were taken
from, “he Modern Agent: Understanding
Performance, Productivity, and Positive Results,”
a survey issued to 404 contact center leaders by WebRTC Client
ICMI and Five9 in early 2015 to discover the
state of today’s contact center agent and how to
ensure their success. For more information and A browser-based, unified communications
to download the full report, visit: tinyurl.com/
o3v4853
desktop experience that is part of the
“As the importance of the customer experience Voice4Net WebRTC Framework Suite.
heightens, so does the role of the contact center.
At the core of it all is the agent, individuals
who day in and day out are the true frontline
and the voice of our organizations,” says Justin The Voice4Net WebRTC Client is easy to
Robbins, senior analyst for ICMI. “While our discovery that most of them are under-equipped deploy and use, and represents the most
and over-stressed is not a surprising one, it is
unacceptable nonetheless. his report exposes effective unified communication client
the dirty little secrets that are holding a majority available today. It supports many
of organizations back and provides food for platformsincluding Mitel, Avaya,
thought on how they can drive success moving
forward.”
ShoreTel, along with numerous
Agents Today Carry More Weight than Ever other SIP-based PBX
Before:
environments.
Until now, the agent has been viewed as an
entry/bottom level necessity; however their role
has become increasingly more important as
Contact us today to
they juggle a higher workload volume. Today, 48 find out how this new technology can
percent of contact center agents support multiple enhance the way your staff does business.
channels, and 75 percent of contact center
leaders plan on that number increasing. As a
result of these increased responsibilities, contact Learn how you can convert this opportunity into revenue
centers’ current low prioritization of agents will for your organization, by offering end-customer contact
not be suicient in the coming years.
“Agents have a critical role in the success of
any call center. hey must be provided with the center experiences that are more customized, effective and
best tools and solutions possible so that they
engaging thanks to the WebRTC-enabled solutions
can perform at their best,” said Liz Osborn,
vice president, product and solution marketing, produced by Voice4Net.
Five9. “he results of this survey underscore the Download the Frost & Sullivan
necessity for successful call centers to correctly white paper on WebRTC Best
prioritize what makes the biggest impact on their
business.”
Practices Research and
Agents’ Needs Are Not Being Met:
Voice4Net WebRTC Client
As of now, agents’ basic needs are not being at www.voice4net.com/frost
met. For example, 71 percent of respondents
recognized diiculties with their system and
ineiciency of their tools as the top contributor
to agents’ workday stress. Being equipped with
the necessary tools to do their job efectively is
thought to have the greatest positive impact on
performance.
Agents First: Next Steps for Contact Centers to Improve Agent Satisfaction:
It is time for contact centers to reevaluate
their priorities and put their most important
asset—the agent—at the forefront. To start
this transition, contact center leaders must ask (214) 237-7600
www.voice4net.com
themselves:

TelecomReseller

Interaction 20
TM

20/05/2015 19:26
p1-24_TR_AprMay_
2015.indd 11
UCNetworks
Ruin 27