Bringing Your Employees Together Under a Shared Customer Experience Ownership Model

Breaking
communication
siloes
between
contact
center
and
non-contact
center
employees
is
paramount
to
improving
customer
satisfaction,
employee
engagement,
and
operating
costs. 

The
average
contact
center
agent
spends
15%
of
their
working
day
chasing
down
information
needed
to
serve
customers. These
hours
can
add
up
to a
financial
loss
of
$1.5
million annually
for
a
200-agent
contact
center,
according
to
Aberdeen.
How
much
is
your
organization
losing?

Who’s
handling
your
company’s
customer
experience
(CX)?  

Customer
inquiries
today
far
exceed
basic
requests
that
can
be
completed
faster
and
cheaper
via
self-service.
People
now
reach
out
with
complicated
issues
(and
prefer
not
having
to
repeat
themselves
about
them)
that
involve
multiple
parties
and/or
lines
of
business.
Why
should
agents
be
the
gatekeeper
of
complex
customer
journeys
so
many
others
have
a
stake
in? 

Business
leaders
need
to
understand
and
embrace
a
shared
CX
ownership
model
in
which
every
employee
is
connected
and
fully
vested. 

Actions
in
three
areas
make
all
the
difference,
and
they
are
within
every
contact
center’s
reach:

1. Better
   connect
   departments
   for
   faster
   knowledge
   sharing
2. Empower
   employees
   to
   be
   more
   productive
   and
   creative
3. Quickly
   bring
   in
   experts
   to
   find
   crucial
   information

Avaya
expects
Workstream
Collaboration
(WSC)
will
be
a
key
investment
this
year
for
achieving
these
collective
CX
objectives,
as
well
as
for achieving
innovation
without
disruption.  

Create
a
conversational
workspace 

Workstream
Collaboration
is
a
cloud-based
application
that
converges
siloed
unified
communications
(UC)
and
contact
center
technology
into
one
tool
with
one
single
application. 

UC
capabilities
like presence,
messaging,
screen
share,
voice,
and
video
conferencing are
available
directly
within
contact
center
architecture
so
agents
can
effortlessly
and
organically
communicate
with
anyone
across
the
organization
–
whoever
they
are,
wherever
they
happen
to
be
–
and
vice
versa,
with
full
security
and
compliance.
Integrated
with
agent
desktop
applications,
there’s
no
stopping
your
contact
center
workers. 

Two
scenarios
demonstrating
this
include
a
parent
who
doesn’t
know
their
child’s
healthcare
costs
aren’t
being
covered
or
a
customer
who
doesn’t
understand
why
he
or
she
has
an
outstanding
balance
on
his
healthcare
account. 

You
could
see
who’s
available
to
help
using
presence
(functionality)
and
then
chat
about
things
such
as
policy
changes
and
customer
qualifications
in
real-time.
You
could
find
the
person
who
has
the
answers
to
get
the
information
you
need,
pull
them
into
the
customer
conversation
with
you,
or
have
them
help
you
creatively
problem
solve. 

All
of
this
happens
while
the
customer
is
on
the
call,
meaning
no
need
for
multiple
transfers
or
even
hold
time
depending
on
how
quickly
information
can
be
obtained.

Just
as
importantly,
you
can
innovate
your
customer
experience
while
retaining
your
core
service.
Workstream
Collaboration
is
a
fantastic
step
toward
innovation at
a
pace
and
path
that
fits
your
business
needs. 

You’ll
improve
information-sharing
–
helping
agents get
a
complete
view
of
situations
to
make
informed
decisions
quickly
–
without
abandoning
current
investments. 

By
the
end
of
this
year,
it’s
expected
that 75%
of
organizations
will
be
using
Workstream
Collaboration
company-wide
to
improve
CX,
productivity,
and
company
culture. 

CX
is
everyone’s
business 

Customers
don’t
see
communication
siloes.
When
they
have
a
bad
experience,
they
blame
the
brand.
This
often
falls
on
the
contact
center
agent
who
is
generally
considered
the
voice
of
the
company.
This
needs
to
change.
Every employee
impacts
CX
in
a
certain
way,
not
just
the
agent
who
says
that
first
“hello.”  

This
year,
we
will
see
a
significant
focus
on
enabling
contact
center
agents
to
quickly
get
in
touch
with
employees
from
different
departments
while
handling
customer
requests.
The
ability
to
consult
subject
matter
experts
or
even
pull
them
into
interactions
with
customers
will
become
table
stakes
when
it
comes
to
delivering
a
great
experience.

Start
connecting
different
departments
for
faster
knowledge
sharing,
empowering
your
employees
to
be
more
productive
and
creative,
and
making
it
easier
to
engage
experts. 

Learn
more
about
Avaya’s
award-winning
Workstream
Collaboration
solutions.   

About Author

AndyC

Andy Curtis is an award-winning security consultant, researcher and public speaker. He has been working in the computer security industry since the early 1990s, having been employed by state and federal government, leading healthcare and banking providers across three continents. He has given talks about computer security for some of the world’s largest companies, worked with law enforcement agencies on investigations into hacking groups, and is a regular voice on TV and radio explaining IT security threats.

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