Case Study: BizCover augments the agent experience

Deploying digital tools in contact centres can augment the agent experience and improve experience for customers.

Digital Nation Australia recently spoke to Brad Hoyle, operational excellence manager at BizCover about the organisation’s investment in Genesys and Salesforce, arming its contact centre agents with tools to best serve the customer’s needs.

“The key I've noticed is to really factor agent experience into the overall strategy and vision of what your contact centre is there to do. So its function is really to have agents assist customers. That's what your staff are there trying to do. So why not arm these agents with the best possible toolkit you can?” said Hoyle.

“You know the old saying of ‘Look after your employees and they'll look after your customers’? It can't be more relevant in an AI assisted contact centre world where you've got self-service channels and customers doing things themselves. When they do talk to these employees, they need to have a really good experience.”

BizCover selected the cloud based tool Genesys Pure Cloud for its telephony and workforce management systems with the purpose of giving agents a 360 degree view of the customer.

“They're getting systems telling them the next best action or suggesting knowledge articles for them to help resolve issues before they're even really identified. They're getting feedback and inputs from lead scoring algorithms, they're getting transfers from things like chat bots and intelligent SMS channels and automated IVR [interactive voice response],” said Hoyle.

“Intelligent knowledge article recommendations and provide next best action suggestions, automated reminders, give them machine learning driven prioritisation of work items and lead management and those kinds of things.”

While agents are dealing with much more complicated work, Hoyle also stressed the importance of keeping agents engaged in the work, and creating a fun and social working environment. He suggests gamification challenges and learning objectives that provide a social aspect to the work, especially in a work from home environment.