Tech

Tracking Customer Journey With Webex CC Agent Desktop

Imagine yourself in the boots of customers who turn to agents & get their queries resolved. How’d you feel if you had to reiterate queries over and over again? As per a report by Forbes, more than 55% of customers have to repeat their queries to agents. 

This generally happens due to a lack of adequate technology that compiles customer data. Suppose agents are unable to offer resolutions to queries in the first go. In that case, they’re losing customers to all the potential competitors that track customer journeys & offer customized solutions based on the query. 

To regain the weak customer retention rate, track customer journey, and revolutionize the customer support service, you simply need a Webex CC Agent Desktop – a full-fledged solution to rebuild your lost contact center metrics. 

Though the name is self-explanatory, there’s a lot to learn about a Webex contact center desktop. Leaf through the blog & find out how a Webex CC Agent Desktop revolutionizes customer support services.

Webex Contact Center Agent Desktop – A Quick Understanding

Unified Agent Desktop for Webex Contact Center is software that consolidates multiple contact channels within a single screen. This further helps agents offer a streamlined experience by striking a contextual conversation with the customer whenever they get in touch & that too without repeating their queries.

Let’s understand this better with an example.

Jonathan is a qualified contact center representative. Being a meticulous individual, he is swift in offering prompt resolutions to his customers. However, this is a common scenario for Jonathan.

The contact center where he works uses multiple apps & communication channels to streamline customer service. Since Jonathan keeps toggling between screens, it becomes tiresome for his customers to hold the line & reiterate every detail each time. Hence, customers disconnect due to frustration leaving them disheartened.

This is where the Webex CC Agent Desktop enters the picture. Jonathan now gets a 360-degree view of all apps consolidated on the same window. Hence, he doesn’t switch between screens anymore. 

Right from customer details to interaction & accessing the knowledge base to essential tools, he gets a holistic view of the overall customer journey to offer better customer services.    

How Webex CC Agent Desktop Improves Customer Journey  

Access to Customer Information

The Webex CC agent desktop provides a centralized view of customer information gathered from various sources, such as CRM (Customer Relationship Management) systems, previous interactions, and customer history. Agents can quickly retrieve and review customer details to understand their preferences, purchase history, and previous issues.

Multichannel Integration

In a multichannel customer service environment, the Webex CC agent desktop integrates with various communication channels, including email, chat, phone, and social media. Agents can track and manage customer interactions across these channels, ensuring a seamless and consistent experience.

Real-time Updates

Agents receive real-time updates on customer activities and interactions. This includes recent purchases, service requests, and any ongoing issues. Real-time information helps agents stay informed and respond more effectively to customer inquiries.

Workflow Automation

The agent desktop often incorporates workflow automation tools, streamlining processes and guiding agents through predefined steps in issue resolution. Automation ensures that relevant data points are captured and tracked at each customer journey stage.

Analytics and Reporting

The Webex CC agent desktop may include analytics and reporting features that enable agents and managers to track key performance indicators (KPIs) related to customer interactions. Metrics such as customer satisfaction scores, resolution times, and first-contact resolution rates can be monitored to assess the overall customer journey.

Collaboration Tools

Collaboration features within the agent desktop facilitate communication and information sharing among team members. Agents can collaborate on complex issues, share insights, and coordinate efforts to provide a cohesive and well-coordinated customer experience.

Personalization and Context

The Webex CC agent desktop helps maintain context throughout the customer journey. Agents can refer to previous interactions and tailor their responses based on the customer’s history and preferences. Personalization contributes to a more customer-centric approach and fosters stronger customer relationships.

Final Words

Webex CC agent desktop is bliss for contact center agents because it helps to automate routine tasks and improve productivity levels. Hence, investing in an agent desktop is a strategic imperative that helps a business revamp its customer services exceptionally.

Novelvox is a noted name in the CX solution industry. For 15 years and counting, it has been offering integration solutions for various market-leading CRMs & third-party apps globally.

The company’s vast product line includes wallboards (iVision), unified agent desktops (agent accelerator), chatbots (Infibot), and Smart CTI connectors. Unified Agent Desktops are pre-integrated with contact centers like Cisco, Avaya, Genesys, Five9, Dialpad, Amazon Connect, NICE, Webex, and Zoom.

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