Agent Desktop Optimizer for Contact Center Time Constraints
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Contact centers face challenges in addressing customer time constraints during interactions, leading to dissatisfaction and increased costs due to prolonged waiting times and inefficient call handling.
Innovation Solution
A computerized system utilizing a cloud-based computing environment with an Agent Desktop Optimizer module that receives time limits from customers and evaluates average resolution times to optimize agent dashboards and provide options for alternative communication channels, ensuring timely query resolution.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If agents address customer queries without awareness of time constraints, then agents can handle calls using standard procedures, but customer satisfaction deteriorates due to prolonged interaction time and abrupt disconnections
Solution Approach 1:
The system performs preliminary action by determining customer time constraints before the agent begins handling the call. The interface presents this information to the agent in advance, allowing the agent to plan the interaction accordingly and avoid abrupt disconnections by proactively managing the call within the specified time frame.
Solution Approach 2:
The system implements feedback by continuously monitoring call duration and comparing it against the predetermined time constraint. The interface provides real-time feedback to the agent showing remaining time, enabling the agent to adjust the pace and content of the interaction to ensure resolution within the customer's available time.
2Reliability
If the contact center implements real-time monitoring of customer time constraints, then customer satisfaction improves, but system complexity increases
Solution Approach 1:
The system applies self-service by automatically determining and managing customer time constraints without requiring manual intervention from agents or supervisors. The interface autonomously presents time constraint information to agents and provides real-time monitoring, reducing the need for complex manual processes and additional personnel.
Solution Approach 2:
The interface acts as an intermediary between the contact center system and agents, simplifying the complexity by consolidating time constraint determination, monitoring, and presentation functions into a single unified tool. This mediator layer shields agents from system complexity while delivering the necessary information.
3Productivity
If agents are provided with detailed customer time constraint information, then call resolution efficiency improves, but information processing requirements increase
Solution Approach 1:
The system applies local quality by presenting only the specific time constraint information relevant to each individual call situation, rather than providing agents with all possible customer data. The interface tailors the information display to the specific needs of each interaction, reducing unnecessary information processing while maintaining productivity.
Data Source
AI summary
A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes: retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.