Reducing agents is achieved in two main ways. By enabling customers to fulfil their queries / requests without having to interact with an agent i.e. self-service or where customer agent interactions are required that the interactions are as efficient as possible, leading to the agent been able to handle higher number of calls / tasks handled per day.

Self Service By enabling customers to use self-service options, interactions between customer and agent can be minimized. It is important where this is done, that customer satisfaction remains high, which can be achieved with good design and allowing where necessary the possibility to escalate to an agent if the self-service option cannot fulfil the customer requirements.

The Contact Centre can be help achieve this in numerous ways • Self Service, Conversation and Intelligent IVRs • Chat Bots – initial chat is commenced with a chat bot escalating only the to an agent if the chat bot cannot handle the request. The chat bot can also gather some key pieces of information so prior to escalating to an agent to minimize agent handling time.

Increase Tasks Handled per Agent • Accurate Agent Routing – Routing to the right agents first time (minimize transfers and agent handling time. • Reduce customer agent Handling Time through use well agent desktop, efficient Knowledge Base, interactions with backend systems, training, QM.

Reduce Agent Handling Time

For certain queries chat, can lead to a more efficient manner of handling the customer interactions, while it also allows agent to handle more than a single chat concurrently. This can increase the number of handled tasks per agent and reduce the overall number of agents needed in the contact centre.

Our proposed solution supports all these options.