We’ve all heard the popular sayings ‘two heads are better than one’ or ‘a problem shared is a problem halved’ and when it comes to delivering excellent CX, both phrases couldn’t be more true. This is because collaboration makes for a far better CX experience and this is in a variety of different ways.
This can be through simple teamwork throughout a hierarchy of roles or software collaboration to help make the cogs in the wheels of the organisation turn more smoothly. Collaboration helps a business to achieve a common goal, improves efficiency and also helps to motivate agents.
Examples of collaboration include:
- Unification: When teams are communicating across all business departments, agents feel they have a better support network. This means that any gaps in their knowledge are filled promptly, so call times are reduced, along with the need to pass customers around to different departments
- Identify Strengths: One agent might be the better logical thinker in comparison to another who might possess natural management skills. Another agent may make a good mentor while another on the other hand might need more support
- Encourage Patience: With patience comes listening and, more importantly, learning. Agents must remember to patient with new staff members who are learning their roles so that their skill set can be boosted to the same degree
Wayne Lee, Product Manager at Enghouse Interactive, puts the topic down to striking a balance with the customer using an array of collaboration tools to help aid the live agent.
He said: “The full range of media used for collaboration and communications is becoming more accessible to customers and businesses. In the contact centre industry, the workflows between the agent and customer are converging.