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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.
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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Infographic: The Effective Customer Service Agent

  • 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