Challenging Agents

April, 2015

Use technology to enable agents to become more effective and build their own portfolio of customers.

If you talk to any workplace psychologist worth their salt they will tell you that just about anyone in the workforce can and will improve their performance level when presented with challenges, for example a new technology to master. The key to success is clearly the extent of the challenge. Too much and you may get burnout. Too little and you may have a disappearing workforce, as they seek more of a challenge somewhere else.

What does this have to do with agents in call centers? Well many fall into the second category we have just described. Too little challenge and variety and agents move on. And call centers not only lose experience but incur huge costs as they seek out new agents to train up.

The new world of multimedia brings huge new challenges and opportunities for agents. Rather than sitting in a silo handling the same type of communication with people they don’t relate to, properly integrated systems allow agents to upskill themselves by mastering many related technologies – viz:- social media, voice, sms, chat, email and video. Not only do their jobs get to be more interesting, but it allows agents to engage in a more meaningful way with customers and prospects.

Picture it! You are on a call with a call center looking for information. You are busy (always) and about to move out of voice contact. But you want a very quick reply. “Sir, I can provide your information by sms or email. Which would you prefer?”

Ain’t that just great. “Yes, please” you can hear yourself saying, reminding yourself that this is a company you want to do business with again. Happy customer, and happy agent who has made a successful call, using some of the new skills he has picked up in his multimedia contact center.

But it’s more than that. What about building on such a good call and making sure that the agent adds this customer to his portfolio of people to look after? A bit like a business broker. People buy from people, especially those they get on with. So use the opportunities that technology provides to allow individual agents to forge great relationships with their own customers.

It’s not something you hear talked about a lot, but if you want happy and productive agents, it has a lot to commend it!

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC) - multimedia, multichannel, fully blended cloud contact center solutions.

Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and enterprise users.

All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

Flexible Contact Center Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

  • Contact Center as a Service (CCaaS)

    CCaaS for subscribers - global service​, with no upfront costs

  • Contact Center Platform – CCaaS Partners

    Build your own CCaaS business using the power and flexibility of Sytel software

  • Contact Center Platform – Enterprise

    High performance platform to drive contact center productivity – cloud, on-premise or hybrid

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Browser-based tools, no software installation required

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration via APIs

‘Swap out’ components and integrate with 3rd party apps

World Class Development

Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

All Media Channels

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media channels

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations

Modules

Drive operational efficiency, increase customer satisfaction & improve agent performance

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Maximum predictive dialing performance, under any compliance rules

Softdial Pathfinder™

Precise routing rules for ‘best available’ connection

Softdial Media Server™

Core telephony functions to manage all inbound/outbound SIP calls

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Automation to optimise any outreach strategy

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Flexible ‘no contact’ rules to protect contact center and consumer

Solutions

Performance and efficiency for a wide range of business applications

By Business Type

Enterprise

A full featured contact center software solution, designed for optimum performance at scale

Small/ Medium Business

Options for SMEs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves

By Industry

Customer Service

Connect quickly to well equipped agents

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Automated inbound/ outbound blending integrated with any debt management app

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care