The relationship between agents and their organization is an often overlooked one. Most focus is put on customer experiences, but what happens when you value your agents and customers alike?
more empowered to solve customer issues
Companies that can keep service agents on the job longer not only reduce operating costs but also improve customer satisfaction.- McKinsey&Company, Excellence in the Digital Age
Connex IICE is a homegrown ecosystem that focuses on a productive and positive agent journey.
IICE gives agents real-time, context-sensitive, step-by-step instructions at their fingertips through a single, intuitive UI, while managing complex backend systems in parallel.
IICE drives efficiency, FCR and adherence in every agent interaction, thus reducing overhead and risk.
Desktop Process Analytics allows your business to gain visibility into your agent desktop activities, application usage, processes, and schedule adherence to help reveal hidden capacity and increase productivity in your contact centre.
These insights help improve your operational efficiency, reduce costs and liability, and enhance the customer experience.
Valuable expertise is an incalculable loss, especially to a competitor. Agent attrition averages 30-45% and costs at least 25-30% of benefits and salary paid.
As agent skills grow and mature, so does organizational efficiency. In the contact centre, such skills easily propagate through a team, multiplying operational efficiency.
Employees engaged in the success of your enterprise are more creative, dedicated and successful. They ensure the success and future of the Enterprise.
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