Want Happier Agents? Invest in Key Contact Center Technology Trends

We all know that happy staff = happy customers, but how do we get technology to make life better for the contact center agent?  Here's a list of contact center technology trends from the experts: 

• Show recent emails from a customer
• Large computer screens
• Wireless headsets give the freedom to move around
• Games console for breaks  
• One desktop screen with the right information 
• WFM can ensure agents are not over-extended  
• Noise-reducing headsets can create the sensation of a private call  
• Call recordings can highlight best practice  
• Provide agents with an individual technology “mentor" 

What technology do you have in your contact center that makes life easier for the contact center agent?  Read more about Key Contact Center Technology Trends

 

Reference:  Graham Chick, GemaTech (www.gematech.com)