Agent-Led Collaboration

In customer service, Agent-Led Collaboration augments traditional customer support by offering agents the option to screen share with customers to work more efficiently to complete tasks or resolve issues. Agents and customers can share screens seamlessly to co-browse web pages, co-fill in data, compare plans, request uploads, and more. Agent-Led Collaboration significantly shortens average handle time (AHT) on complex service calls such as onboarding and service requests, especially when agents can co-pilot with customers through multi-step digital forms, secure eSign, payments, billing, and document management use cases.

The co-piloted digital experience of Agent-Led Collaboration reduces contact center costs. It increases agent productivity to reduce cost-per-call (CPC), shorten average handle time (AHT), and increase first-call resolution (FCR). Faster resolutions contribute to a sense of being well-cared for, which improves customer satisfaction (CSAT) and grows brand loyalty. 

Agent-Led Collaboration solutions that follow the following technology, integration, and monitoring best practices will maximize agent productivity and reduce contact center costs. 

• Seamless Integration: The best Agent-Led Collaboration solutions integrate with any cCaaS agent desktop for seamless workflow integration. 
• Premier Technology: High-performing Agent-Led Collaboration solutions are based on leading cloud-based infrastructure to ensure real-time customer-agent interaction without delays. 
• Continuous Improvement: Survey agents, monitor key performance metrics, and collect customer feedback to identify what works and opportunities for improvement.

Agent-led collaboration helps companies reduce costs by adding digital CX capabilities to their contact centers without changing platforms (no “rip and replace”). It also makes caller engagements more efficient, shortening average handle time (AHT), improving first-call resolution (FCR), and reducing cost per call (CPC). Shorter agent-caller engagements lead to reduced call volume and wait times, improving customer satisfaction, customer retention, and increasing customer lifetime value (CLV). 

Agent-Led Collaboration empowers agents with the tools to co-pilot digital experiences that help them more efficiently resolve customer requests. Shorter handle times and higher first-call resolution contribute to the overall reduction of inbound callers and, therefore, wait times. Whether your company is D2C, B2C, or B2B, shorter wait times and faster resolutions improve customer satisfaction and CSAT.

Agent-Led Collaboration takes the pressure off of contact centers by making agent-caller engagements more efficient and making problem-solving effortless for customers and your agents. Agent-Led Collaboration empowers agents with the tools to share customer screens from within their desktop to co-pilot digital experiences that improve first-call resolution (FCR), shorten average handle time (AHT), automate post-call work, and drive higher conversion.

Some common and very successful use cases for Agent-Led collaboration include streamlining sales and accelerating processes.

1. Support: Agent-Led Collaboration accelerates processes by streamlining data collection into a single digital workflow that ensures complete compliance and policy adherence. Agents can instantly and securely collect information from customers, such as claim evidence for insurance companies or financial records for mortgage applications. While on the phone with an agent, customers can use the camera on their smartphone to instantly submit essential information, such as photographs for insurance claims or proof of identification for applications.

 

1. Sales: Agent-Led Collaboration significantly improves the remote sales process by empowering agents with the tools to perform tasks like visually comparing plans, reviewing policy highlights, and presenting marketing materials in a collaborative session. As soon as a customer shows interest, agents can help co-fill necessary forms, request photo uploads of identification, and capture electronic signatures to immediately complete the sale. These capabilities lead to more effective sales, and the ability to capitalize in the moment of interest improves conversion rates and minimizes customer abandonment.

Essential qualities to look for in an Agent-Led Collaboration solution include low risk, seamless integration, enterprise support, and performance tracking.

• Low-Risk: A great Agent-Led Collaboration solution has minimal barriers to entry, such as low upfront costs, a short implementation timeline, and a pay-per-use model that makes it low-risk to test the ROI of a few key micro-journeys. 
• Integration: The best Agent-Led Collaboration solutions break down data silos. It should seamlessly integrate with your existing tech stack (CRM, Payments, Commerce) and agent desktop for a seamless agent workflow.
• Enterprise Support: Select a solution with an expert integrations team that pioneers best practices in customer experience, data integrations, and user interface design. 
• Performance Tracking: An ideal Agent-Led Collaboration solution includes a reporting desktop to track usage and success metrics.

Our team would be pleased to share a demo of our Agent-Led Collaboration solution. Just fill out this form or visit the Callvu homepage. We'll show you how we integrate Agent-Led Collaboration into your agent desktop as part of a comprehensive customer relationship management strategy.