Agents are the lifeblood of your contact center environment. Even as many businesses have invested in AI-powered technology, human agents continue to offer empathy and personalization, which AI cannot truly replicate. Your agents are essential to building customer trust, improving satisfaction, and instilling loyalty, especially when dealing with sensitive issues. However, as important as your human agents are, a single issue can reverse their hard work and frustrate your customers.
Learn how leading brands deliver superior CX with Cyara’s real-time agent environment monitoring solution.
Whereas agents once worked solely from centralized office locations, the COVID-19 pandemic created a fundamental shift in the contact center environment, forcing businesses to extend work-from-home policies. While this flexibility allowed agents to work from remote locations, it came at the cost of visibility into and control over the agent environment.
Despite the benefits of offering remote and hybrid job opportunities for your agents, you must be aware of the potential agent environment issues that arise whenever your agents aren’t working from a company location, and the steps you can take to regain visibility and control over your agents’ ability to meet performance standards.
The Challenges of Hybrid Call Centers
Whenever your agents work remotely, your CX quality is at risk. In a centralized office environment, you can easily track and monitor how well your agents meet customers’ needs. But in many cases, increased distance between your support teams and agents makes it difficult to understand potential issues that may impact agent performance. And in worst case scenarios, a CX defect can make it nearly impossible for your agents to provide solutions to customer queries.
There are many issues that can arise in a remote environment, including:
Poor Network Connection
Poor internet connections are one of the primary issues your hybrid agents may face. For example, an agent’s home network may be unstable and prone to sudden drops in connectivity. Meanwhile, agents that choose to work from coffee shops or other public places may use unsecure networks. Poor network connections degrade CX quality, leading to lag or dropped calls. To successfully complete their tasks, your agents must always have access to reliable, high-speed internet.
Hardware Issues
Even if you provide your agents with quality equipment to use during work, an agent may decide to use their personal headphones during a customer call. However, in a case like this, there’s no guarantee that the headphones will meet performance standards or be compatible with their other hardware and software. By ensuring your agents are using the right equipment, you can avoid unnecessary technical errors down the road.
Inadequate Audio Quality
In addition to voice quality issues caused by hardware issues or poor network connectivity, background noise can also make it difficult for your customers to understand what your agents are saying. Barking dogs, outside conversations, family members, and televisions are only a few of the potential factors that might muddy your interactions. It’s important that your agents work from quiet spaces that are free of distractions and loud noises.
Regulatory Risks
Studies have found that nine out of 10 customers don’t trust companies to protect their sensitive information. And as regulatory bodies roll out new guidelines for data protection and security, it’s critical to ensure your agents aren’t creating regulatory risks for your business. Validate that your agent environment monitoring solution meets your industry’s regulatory standards.
Though these risks can affect your customer satisfaction scores and agent productivity, you can overcome these challenges with an automated agent environment monitoring solution.
Regain Visibility and Control with Real-Time Performance Data
When your customers contact your agents, they’re looking for quick and efficient solutions to their queries. But agent environment issues can stand in the way, making it difficult for your agents to deliver quality CX. Dropped calls, background noise, and delayed responses can leave your customer feeling inconvenienced and annoyed. Then the next time they’re looking for a product or service, they’ll be much more likely to choose your competitor.
By leveraging a real-time monitoring solution, you’ll be able to combat potential issues by gathering real-time, data-driven insights. No matter where in the world your agents are working, an agent environment monitoring solution will verify that they’re equipped to deliver quality interactions. And if an issue arises, you can accelerate root-cause analysis, cutting the time it takes for your support team to identify and rectify the issue.
Without proper oversight into your agents’ performance, it could take hours for your support teams to troubleshoot and remediate CX defects. During that time, your agents may be unable to connect with customers, leading to longer wait times and reducing your team’s productivity.
You can’t afford to let issues impede your agents’ performance and drive your customers away. Any business with remote and hybrid agents must take measures to continuously ensure their agents are always prepared to deliver exceptional CX.
Address Agent Environment Issues with Cyara
The contact center ecosystem is constantly evolving, and it’s up to you to prepare your business and implement guardrails for mitigating potential risk. With the rapid rise in remote and hybrid workers, many businesses have lost sight into whether or not their agents’ environments are conducive to delivering quality customer interactions.
It’s time to shed light onto your agent environments, and Cyara is here to help.
Cyara ResolveAX empowers contact centers to see, track, manage, and resolve issues that negatively impact live calls through real-time agent environment monitoring. Discover and address issues in real time with comprehensive system health checks, automated alerts, non-technical troubleshooting guidance, and visual dashboards. When you choose ResolveAX, you make it possible for your support teams to quickly troubleshoot and remediate issues that typically take agents offline, so they can get back to serving your customers faster.
With ResolveAX, you can:
- Save up to four hours of troubleshooting per agent issue.
- Decrease agent-related ticket submissions by up to 80%.
- Reduce agent downtime by up to 50%.
Don’t let CX defects put your business’ long-term success at stake. Take the proactive approach to CX assurance with Cyara’s award-winning AI-Led CX Transformation Platform. Contact us today to schedule a personalized demo or visit cyara.com to learn more about our automated contact center testing and monitoring solutions.
