Cisco Finesse Agent Desktop for UCCX - NovelVox

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3 Ways To Boost FCR & Reduce Customer Churn

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An essential factor in measuring and improving a contact center is First Call Resolution (FCR).

The metric provide insight into the effectiveness of the agents and how well they handle the calls. It also measures how satisfied customers are with the service. It determines so many things about your service.

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Here are the top 3 Ways that Ensure Better FCR & AHT Rates for improved Productivity and Customer Experience: Unify Information Say Hello to Chatbots Motivate Agents

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Unify Information: One of the factors that affect an agent’s productivity is Screen Switches. When an agent is provided with a traditional agent desktop that lacks integration, they have to switch between applications to access customer data.

An agent desktop can be integrated with third-party applications, such as CRM, Ticketing, etc. These unified desktops allow the agent to work with a single screen that combines telephony and third-party applications.

Such agent desktops are known as Unified Agent Desktops that seamlessly integrates with the existing telephony system and thirdparty applications to offer a single-screen view to the agent.

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Say Hello to Chatbots: A chatbot is known as an agent’s buddy because, when configured appropriately, it can respond to customer inquiries instead of the agent.

Simple questions that can be answered without human intervention, such as "How to open an account," "How to revoke my license," etc., can be scripted and resolved with the help of a bot.

Chatbots powered by AI are now gaining popularity in the contact center industry. Chatbots use artificial intelligence to operate smartly. They are known for their excellent capabilities of intent prediction, which involves analyzing the text and finding a solution accordingly.

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Motivate Agents: Agents who are motivated to attain excellence always do better than agents who aren't motivated. Motivating your agents can be as simple as one-on-one sessions, offering incentives when they hit targets, or helping them to monitor their KPIs with engaging and exciting productivity boosters like Agent Dashboards and Wallboards.

With Agent Dashboard, you can easily access relevant data and realtime metrics from a single interface. Displaying the information that matters most, it helps them optimize their day-to-day performance. It keeps them motivated and always on track for improved productivity.

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Biggest Library of Cisco Finesse Ready Integrations

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About NovelVox

NovelVox is among the leading contact center solution provider in the world, having 5 global offices located in the United Kingdom, United States, United Arab Emirates, Kingdom of Saudi Arabia, and India.

With more than a decade of hard work in providing best-in-class industry-specific solutions, we have made customers in 16+ countries with 150+ global deployments across many business verticals, including Banking, Telecoms, Logistics & Travel, Healthcare, Government, Education, and Retail.

NovelVox creates industry-specific Agent Desktops with further optimization option to enable agents to offer personalized experience. The solution results in having meaningful conversations with the customers or citizens.