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How Shifting Phone Calls To Messaging During The Pandemic Improved Remote Agent Productivity And Customer Engagement

Conversational Messaging and Agent Remote Working

Challenged with the new reality of agents working from home, contact centres must be able to handle inbound and outbound contacts using a remote-agent model.

In tandem with the shift to home working there have been spikes in customer calls due to the fact that the environment we live in is filled with stress and thus people crave the ability to engage with other humans who will listen and be empathetic

One of the biggest challenges with an onsite agent model is the agents need to be physically in the building to continue working and now contact centres large and small are being disrupted and forced to switch to agents working off site, so how what have businesses done to overcone these challenges.  Many have added SMS and WhatsApp conversational messaging to ensure that agents can handle more conversations and customers are getting fast and speedy responses. 

This quick-read e-book looks at:

  • Importance of contact centres during a crisis
  • The beauty of non-voice digital communications
  • How to switch from inbound calls to inbound messages
  • Reducing inbound call volumes with messaging
  • How many messaging conversations can one agent manage?
  • Transitioning Agents to Remote Working 

 

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Webio, The Conversational Middleware Company™ brings true AI driven customer conversations to the enterprise. Webio 's channel agnostic conversational interface engagement platform uses the power of AI driven chatbots, machine learning and NLP to introduce a 'blended AI' approach to customer engagement that lets AI agents work alongside human agents to seamlessly engage with customers.

 

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METRICS WE’VE ACHIEVED

64%
Decrease Unwanted Inbound Calls
42%
Increase in Agent Productivity
57%
Decrease in Operational Costs
48%
Increase in Customer Engagement

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