A successful contact centre starts with efficient agents
For any customer engagement to function at scale, a highly robust workforce operation must be in place.
Digital engagement is on the rise
Efficient and effective customer engagement processes are becoming more and more important. But in order to create an efficient contact centre, enterprises need more than great technology—the agent workforce is just as important. That's why Nuance supports enterprises' workforce with the right tools and processes to manage and continuously improve a successful contact centre programme.
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Esurance case study(pdf. Open a new window)
Nuance and Esurance work together to propel online sales growth and customer satisfaction.
Get it now(pdf. Open a new window)Chat agent workforce tools
The way customers engage with you has changed over recent years; the results they expect have not. Your agent workforce has to be able to serve your clients no matter what channel they use or what they ask.
Nuance workforce management capabilities as part of the Digital Engagement Platform improve contact centre effectiveness with a variety of intelligent algorithms, such as chat agent availability checks and message routing.
Nuance Agent Desktop for Live Chat enables your chat agents to take care of your customers. Intuitive tools and easily accessible information help them to be more efficient and to provide answers fast.
Nuance Supervisor Desktop for Live Chat assists your contact centre managers with real‑time information. A customisable view of engagement insights and smart indicators ensures that the manager always has the back of their chat agents.
Nuance chat agent workforce tools deliver:
- Easier access to relevant information, so the agent and the supervisor can provide assistance in a timely manner, using, for example, CRM widgets, chat agent scripts, agent‑to‑supervisor messaging and more.
- Ability for chat agents and contact centre managers to organise their desktop to their liking, using modular widgets and customisable views.
- Ability to integrate with an agent‑facing virtual assistant for quick help powered by AI.
- Efficient agent operation, including faster disposition, advanced script settings and ability to handle multiple conversations with intuitive views for active and pending engagements.
- One desktop for all live engagements in digital channels like website, messaging, social and mobile apps.
- Future-proof design that addresses the need of customers to engage in any channel in real time or asynchronously, over time.
Chat agent services
Whether you have your own chat agents or want us to take care of that, we have you covered. Our team's goal is to improve the programme performance and enable you with innovative technologies and processes. Extensive training before deployment and ongoing optimisation ensure your chat agents and their supervisors are equipped with everything they need to succeed.
KPIs of Nuance Workforce Engagement
Nuance automated and human‑assisted technology, combined with optimisation of the chat agent programme, deliver real business results.
Resources
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Live Chat 101(pdf. Open a new window)
Everything you wanted to know about live chat but were afraid to ask.
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Workforce Engagement(pdf. Open a new window)
Read more about automated and human‑assisted engagement technology for a streamlined workforce.