NobelBiz® Blog | First Contact Podcast VIDEO | Tools that support the human experience and interactionhttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png Host Christian Montes Executive Vice President Client Operations Bob thinks there is a need to make the contact center agent’s job easier by building a stronger human experience for both the agent and customer. What are some of the ways to do that, in his opinion? Tune in and find out. More from the episode! https://nobelbiz.com/wp-content/uploads/2022/07/Furniss-roundpic.png Guest Bob Furniss Senior Director, Global Salesforce at Slalom Published on July 14, 2022 Work Remotely with our True Omnichannel Solution: Tools that support the human experience Christian: I love what you do there, when it comes to the idea that in that customer service role to drive that positive customer experience, it's people working with people. And if you have a person that cares, if you have a person at their core, as you say, that has a service mentality in that you have a great question related to that, but you not only have people that are willing to listen and care, but to do something about it. They're compelled in their nature to do something, to solve a problem. And it's so great to be able to take that core of people and then build them up. You know, you don't talk, stop at just hiring somebody and hoping for the best you're talking about training them, onboarding them continuous training. And I'm sure some sort of opportunities as they continue to grow.PGlmcmFtZSBzdHlsZT0iYm9yZGVyLXJhZGl1czoxMnB4IiBzcmM9Imh0dHBzOi8vb3Blbi5zcG90aWZ5LmNvbS9lbWJlZC9lcGlzb2RlLzJhdGxpaEhiM3dHSGpza0JHc3BsUlU/dXRtX3NvdXJjZT1nZW5lcmF0b3IiIHdpZHRoPSIxMDAlIiBoZWlnaHQ9IjIzMiIgZnJhbWVCb3JkZXI9IjAiIGFsbG93ZnVsbHNjcmVlbj0iIiBhbGxvdz0iYXV0b3BsYXk7IGNsaXBib2FyZC13cml0ZTsgZW5jcnlwdGVkLW1lZGlhOyBmdWxsc2NyZWVuOyBwaWN0dXJlLWluLXBpY3R1cmUiPjwvaWZyYW1lPg There is the things that you do before and after to make sure you have a great, uh, agent experience that can provide a great customer experience. But we're starting to see technologies now more and more in the world of agent assists, real time guidance, where you're now helping that agent empowering that agent live in that moment, in that web chat, in that phone call, have you had much experience seeing these technologies in action? Bob: Yeah, definitely. Uh, Salesforce does a really good job, as do other technologies, in the CCaaS world in the contact center as a service C a providers are, uh, are, are bringing this capability forward also. But what I, what I see is that we did it in digital. We did it with chat. We were listening to the chat and we were making the next best action or the next best opportunity or the next best sales, or the next best knowledge article. We're now doing that in voice. And so with the voice application, if I'm in real time allowing AI to, to convert speech, to text, and then I have the ability to take that text and find, okay, so what they're talking about, let me give you a, what I think is the, is the next best action for you to take as an agent? Tools that support the human experience The reality is that technology though needs to stay a tool that supports the human experience that supports the interaction. Um, I still gotta come back to who am I? Who am I hiring? And what, what am I. What kind of person can take that information in real time and convert it into a human experience? I, I, I think about a story I was getting onto Southwest airlines and I, I love to talk about Southwest airlines because they're so different. They, they, they become a little bit more like everybody else over the last, but this was 10, 15 years ago and I got onto a plane and I had something in my hand or something in the, the, the, the, uh, um, flight attendant said something, some, some sort of smart Alec remark and yeah. Yeah. And I laughed at, I laughed at her. And so we had a moment and we got back into the, uh, the, the plane and I sit down and whenever, remember it came time to put, turn off your phones. She said, so I'm ready to do the announcement: 'So we can leave on time. But this gentleman right here, evidently is on a really important phone call and he doesn't have time for this announcement. So we're just gonna all wait a moment for him to get off of this call. And when he gets off, we'll do the announcement. And I, I said something like, I gotta go' . So I walked back to the back of the plane while we're on the flight. And I, I wanted to have a conversation. I said something about, 'Southwest and loving Southwest'. And, I said, 'how do they make you people this way?' Like, 'what do they do to make you this way?' And she said, 'they don't make us this way. They hire us this way. And she began to tell me what the hiring process was.' Let them be them but give them the tools they need So allowing your folks. To use who they are with the tool and the technology of AI. Let them be them, but give them as much information on your screen. I definitely believe it. We are successful as a consulting company. I'm successful as a consultant. When I change the paradigm or the lens of the agent. If, if I can change the lens of the agent, I can change the lens of the customer. I can change the customer experience because if I give them the right information, they have the ability to interact with the customer differently. NobelBiz OMNI+ Brings Your Contact Center into the Present You need a solution that lets you do everything remotely, from a single platform with as little effort as possible. That’s where NobelBiz OMNI+ comes in!