www.openspan.com Follow us online v0314

By cultivating these six key areas, your contact center agent can positively impact enterprise operational e�ciency, and you can subsequently increase employee productivity and morale.

The EffectiveCustomer Service Agent

Increase agent engagement

Improve worker e�ciency and optimize work throughputBoost agent and group performance

Align processes to drive business resultsMaintain internal and regulatory compliance standardsReduce errors and costly rework

Aggregate all mission-critical customer data into a single viewEliminate navigation between multiple disparate systems and applicationsReduce training times and associated costs

Analyze operational impact and maintain optimal uptimeIdentify process breakdowns and bottlenecksPinpoint automation opportunities

Eliminate redundant manual activities Streamline work�ows and re�ne processes for optimal performanceIncrease agent e�ciency and optimize call handling

Collect activity intelligence and analyze worker behaviorCorrelate activities and outcomesIdentify best practices that result in gold-standard behaviors

AUTOMATEWORKFLOW

GAINACTIVITYINSIGHT

SIMPLIFYTHE DESKTOP

ENFORCEPROCESS

ADHERENCE

GAMIFYAGENT

ACTIVITIES

MONITORSYSTEM

PERFORMANCE