Empowering People to Deliver Excellent CX

At Disrupt 2023 in the UK, Sabio interviewed Jennifer Wells, VP of Customer Experience at Transcom, on the benefits of empowering contact centre advisors to help deliver excellent CX.

Arm Advisors with The Most Up-To-Date Technology

Arming agents with the most up to date technology is critical for them to provide good customer service. What we’re finding is that if we’re implementing technologies like agent assist, for example, that the agents feel more comfortable in handling the customer interaction and the more comfortable they are the better customer experience.

Listen To Your Advisors

You know, I think one of the first things we need to do is listen to our agents. Our agents are so smart; they have so much intelligence in how they’re handling the customers and in what customers are asking for.

So, if we could just take time to pay attention to them, I think that we would improve our customer experience immensely, and we’ll also improve the technology that supporting the agents.

Innovation Has Changed The Advisor Experience

Innovation has certainly changed the experience of the agent. Just by implementing new technology it’s giving the agents more information, quickly, so that they can help handle the customer inquiries.

Improve Advisor Efficiency

Keep everything in one tool. Right now, agents are having to deal with so many tools all at the same time and so the more we put into one tool, the better.

We have our coaching, our quality, our chats, timekeeping, attendance and knowledgebase all in one place. It just helps the agent be more efficient, and we’re also doing a lot of recognition for agents in that space as well.