Agent experience
Summarize
Summary of Agent experience
The Agent experience in the Customer Service Management (CSM) application enables your agents to efficiently assist customers across multiple interaction channels such as phone, chat, messaging, and web forms. It provides a unified, customizable workspace for managing multiple cases simultaneously while maintaining visibility into issue status and related contextual information.
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Key Features
- CSM Configurable Workspace: A single desktop interface supporting multiple tabs for handling concurrent cases. Features dynamic display of relevant information and options like compact and dark modes to enhance agent productivity and comfort.
- Advanced Work Assignment: Automatically routes and assigns work items such as chats or cases to agents based on criteria including availability, skills, capacity, and work history, optimizing workload distribution and response efficiency.
- Customer Central: Provides agents with a centralized view of customer-specific data, combining historical self-service activities and live interactions. This view can be customized to include additional customer insights like health scores and churn risk, aiding more informed service.
- Agent Assist: Offers automatic search capabilities within the workspace to surface relevant solutions from past cases, knowledge base articles, and other information sources, helping agents resolve cases more effectively.
- Playbooks: Guides agents through step-by-step workflows tailored to specific case types (e.g., onboarding, complaints, product support). Playbooks manage the case lifecycle and visualize workflows and required activities for consistent and efficient resolution.
- Mobile Application: Enables agents and managers to access and manage customer cases from mobile devices in real time, supporting routine actions and approvals anywhere, enhancing flexibility and responsiveness.
Key Outcomes
- Agents can seamlessly manage multiple customer interactions and cases with a unified, customizable interface.
- Workload is intelligently distributed to the most suitable agents, improving service speed and quality.
- Access to comprehensive customer data and contextual information empowers agents to deliver personalized and informed support.
- Automated assistance and structured playbooks increase case resolution efficiency and consistency.
- Mobile access ensures agents and managers remain connected and productive, regardless of location.
Your agents can assist customers through various interaction channels to resolve their issues and manage their cases, delivering high-quality and efficient customer service with Customer Service Management application.
CSM Configurable Workspace
Your agents have one desktop for any interaction–phone, chat, messaging, web forms, etc. Multiple tabs allow agents to efficiently manage several cases at once. Agents have ongoing visibility into the status of issues assigned to middle and back-office teams for resolution. The workspace dynamically displays related contextual information based on the current state. Agents can also set compact mode and dark mode to optimize their experience and productivity.
To learn more about CSM Configurable Workspace, see Explore CSM Configurable Workspace.
Advanced Work Assignment
Define criteria and routing conditions to automatically assign work items (such as chats or cases) to agents based on their availability, capacity, skills, work history, related tasks, or account team.
To learn more about Advanced Work Assignment, see Set up an Advanced Work Assignment service channel for assigning case tasks.
Customer Central
Your agents get a ready-to use centralized view of customer-specific information. Customer Central combines historical activity from self-service (such as knowledge base article views and Virtual Agent interactions) as well as live interactions (such as chat and SMS). It can be further customized to incorporate data from different sources and use custom components to include customer health scores, churn risk, recent transactions, etc.
To learn more about Customer Central, see Customer Central.
Agent Assist
With agent assist, your agents can handle cases in the workspace, perform an automatic search that shows possible solutions in other cases, knowledge base articles, and additional information sources.
Playbooks
Your agents can use playbooks to provide your customers with the step-by-step guidance that they need for resolving specific types of customer service cases. For example, your agents can use these playbooks to help your customers resolve onboarding, complaint, and product support issues.
A playbook enables your agents to manage the life cycle of a case. The workflows that are associated with a specific type of case and the activities that need to be completed to resolve cases of this type are detailed in the playbook. Playbooks also help your agents to visualize the entire life cycle of a workflow.
To learn more about playbooks, see Playbooks for Customer Service Management.
Mobile
Your agents can manage their customer service cases from a mobile device with the Customer Service Management mobile application. Your agents can stay connected and access information in real time to complete their tasks quickly.
Both your customer service agents and managers can use the Customer Service Management mobile application to review the case details quickly so that they can complete their case tasks. By using a mobile phone with the Customer Service Management application, your agents and customer service managers can perform routine actions and approvals anytime and from anywhere.
To learn more about the Customer Service Management mobile application, see Mobile experience for Customer Service Management.