Three Ways to Use Real-Time Interaction Guidance for Customer Service Excellence

Overview

Contact center agents are challenged with an overwhelming number of tools and applications to manage while trying to maintain a consistently positive customer experience outcome. Agents struggling with a complex desktop setup can lead to frustrated customers, regulatory fines, increased operational costs, and employee dissatisfaction.

Real-Time Interaction Guidance bridges the gap between naturally skilled agents and ones who might benefit from additional assistance while helping even the best agents have confidence that their interactions meet both organizational and customer expectations.

Read this whitepaper to understand what Real-Time Interaction Guidance is, and how it can be used in practice to boost both employee and customer satisfaction. Three use cases in the whitepaper include: