Real-Time Agent Assist & Automated QA
First, let us begin by breaking down any decision related to the implementation of new technology into three phases.
People.
Process.
Technology.
Usually, we’ve found organizations take these in the reverse order.
For this post, we are going to focus on the technology piece as it relates to the process that people will go through when implementing real-time agent assist & automated QA software, like Abstrakt.
First Step Before Implementation
More often than not we find ourselves in conversations with organizations that have already deployed a UCaaS platform like Five9, InContact, Genesys, and others.
They typically have a CRM or debt collection platform being utilized and are also typically using something like Teams or Slack to handle internal communication channels.
Implementing real-time agent assist software usually requires change management at multiple different levels. This is where the biggest hurdle comes from.
Front-line agents are being taught where to now focus their attention.
Managers and supervisors are growing accustomed to new SLAs set for how quickly coaching can and should be delivered.
Organizations as a whole are faced with the challenges of educating the whole company as to why this new technology is not “big brother” coming down on them.
Mitigating Risk with New Software
How does an organization mitigate the disruption and impact on the business and the people operating within it?
There are two schools of thought here so let’s break it down.
1) Implementing UCaaS & Real-Time Agent Assist in Tandem
Our first recommendation is to implement solutions like Abstrakt in tandem with UCaaS platforms whenever possible.
But wait, are you arguing that an organization should take on the task of implementing multiple new systems at once?
Absolutely.
Here’s why:
Decisions made in technology silos lead to duplicative, sometimes unnecessary work.
Take for example playbook mapping as we call it here at Abstrakt.
Within solutions like Abstrakt, the script presented to agents can be automated based on the data elements and/or field values sent to our Contact Center Platform at the beginning of a call.
What we have found is that there is usually a disconnect between what the IT and system administrators think should be presented to agents and what agents are expecting to see when a call is launched.
The problem is further exacerbated when managers and supervisors are caught in the crossfire and are faced with the constant barrage of questions by both sides as to why things “just aren’t working”.
The best practice in this scenario would be to ensure there is a consistent naming convention across systems. Most issues we see arise from everything their own naming conventions and nothing is synchronized.
2) Already have a UCaaS in place
First, know that change management is going to be the hardest part of implementation.
Secondly, gain a true understanding of how the integration of systems works to mitigate risk ahead of time.
Third, true implementation takes time. However, the faster the real-time agent assist and automated QA software is up and running, the faster you can make necessary changes to improve the overall outcome.
Take a walk, jog, run approach.
Common Objections
Now, we understand that for multiple reasons tandem implementation isn’t always possible.
Budgetary constraints limit when technology can be implemented.
Technology itself comes into the market and is found by interested prospects outside of normal purchasing timelines and business initiatives or risks change all the time.
So how can an organization mitigate the risk associated with wasted implementation time and resources?
Make sure that decisions are not made in silos.
IT and Operations usually control systems like Five9, Genesys, and others.
The QA team is usually responsible for aligning QA efforts based on call types.
Agents are supposed to choose which script to deploy as a call comes in.
Usually, it comes down to a good old-fashioned conversation amongst the folks on the front lines, the people supporting that team, and the individuals responsible for the configuration and maintenance of systems that can help alleviate breaks in processes when technology is implemented.
Bring your people together to discuss the process and the implementation of new technology will be easy regardless of when it’s brought into your organization.
Conclusion
Implementing real-time agent assist & automated QA software, like Abstrakt, can significantly enhance operational efficiency, but it requires careful planning across people, processes, and technology.
As we talked about, change management is often the biggest challenge, particularly when helping front-line agents and supervisors adjust to new workflows.
By integrating new software with UCaaS platforms, organizations can streamline their operations, avoid siloed decision-making, and ensure smoother transitions.
Ultimately, success lies in open communication, consistent system integration, and involving all key stakeholders in the process. With the right approach, businesses can minimize disruption, improve outcomes, and maximize the benefits of their new technology.