Vendors of mature customer experience platforms recognize the challenges that agents face when trying to hit SLAs. And they understand that the best way to be there for employees is to get out of the way. You can’t beat your competition at speedy service when your agents are weighed down by marathon outfits.

Learn a New Tune

Meet Joe. Today is Joe’s first day on the job at Randwell Enterprises, a provider of gadgets that make things happen (GMTH). Note: Names have been changed to protect the innocent.

Joe just left his previous job of four years, where he assisted customers with payments on insurance coverage. While he didn’t like his supervisor for always standing too close after too many onion rings, he excelled at his work and was one of the support center’s best agents. It was only a matter of time before a better offer came his way.

Now that Joe is with Randwell Enterprises, a company with a more enlightened outlook on customer service, he aims to earn the same reputation. But he’s new to GMTH technology, so he has a lot to learn.

Before Joe started, Randwell launched their new all-in-one contact center platform, so he only had to learn one interface to do his job. There was a spike of web chats earlier in the year when customers using the new Z-series noticed that their combobulators weren’t combobulating; it was weeks before a working firmware patch was issued. The help desk was slammed by far more web chat interactions than they had anticipated. Their web chat solution was from a different vendor as their other solutions, so not all agents had access to it, so not all agents could help handle the overwhelming tide. The combobulation disaster is what prompted Randwell to ditch their big, clunky box of tools for a single customer experience platform that does everything for their agents.

Joe uses the platform to stay in close chat contact with Maria, his new supervisor. He uses it to post questions about GMTH technology to groups of subject-matter experts. He uses it for video calls with his HR rep in San Jose to learn the company song from his desk in Charlotte, which Joe doesn’t object to on philosophical grounds, but he finds the melody a bit derivative.

Time to Step Up

Joe hasn’t completed his subject matter training yet, but his new team at Randwell is short-staffed because of budget cuts and the recent departure of an agent who accepted a position at their biggest competitor. Because Joe shows promise and already aced the tools training, Maria decides to put him in the game early. Maria communicates this through the agent desktop chat like this:


Joe isn’t thrilled by Maria’s emoji-speak, but being that there are no onion rings involved, he considers this relationship an upgrade from his last job. Joe clicks a button to go on queue—it’s game time.

Two interactions immediately fall into his queue—one email and one chat. Maria made it clear during training that one of the yearly goals at Randwell Enterprise is to shave at least 22% off their chat interaction time to make up for the combobulation catastrophe. So, Joe grabs the chat and fires off a canned response.

He can see that this customer is named Tom and that he’s the designated support contact for one of the biggest Randwell customers. As Joe watches a novel developing in the chat window, he politely suggests that they turn the chat into a phone call to speed things along. Two hundred words and four minutes later, Joe still doesn’t understand what the problem is.

Because Joe is working from home, he uses his agent desktop to activate a web-based phone. He discovers that Tom is having trouble using the Randwell security add-on that prevents the transfer of credit card data through the GMTH mainframe.

Joe uses his agent desktop to search the skills of his new coworkers. He filters the results by department and finds Anna, who he can quickly see understands the subject matter and is on queue.

A jump back to the call with Tom and few clicks later, Joe transfers Tom to Anna for the answers he needs. Joe lands well within his service-level target and impresses his supervisor Maria. She lets him know via emojis:

Is It Time to Rethink Your Tools?

The notion of replacing your entire contact center platform isn’t an attractive one. But what if that means reducing the number of vendors you manage from 10 or 20 down to one? How many precious minutes behind your competition are you when it comes to resolving incidents because of the obstacle course of technologies between your agents and your customers? Is your contact center ready to handle a combobulation-level spike in volume? Stop forcing your agents to change clothes during the race.

Want to learn more? Click here to watch the webinar of How to Build a World-Class Contact Center with PureCloud by Genesys.

Derek Adams

Derek Adams

Derek is a Senior Product Marketing Manager at Genesys. He has been a technical communications specialist with more than 17 years of experience in Silicon Valley and Research Triangle Park. He's made a career out of a passion for learning...