Agent Experience

Reach new heights of performance

solutions / Contact Centre

Agent Experience

Agent experiences that reduce cognitive load, improve speed to competency and first call resolution. Agent experience directly correlates to higher rates of staff retention.

Agent Experience

A great contact centre agent interface design seamlessly integrates guided conversations, ensuring agents can follow scripts and workflows effortlessly, thereby improving customer interaction quality and consistency. Focus on minimising cognitive load, presenting information in a clear, organized manner to prevent overwhelming agents and enhance their efficiency. Additionally, it maintains strict adherence to compliance requirements, incorporating checks and prompts to ensure all regulatory standards are met during interactions, ultimately safeguarding both the organisation and its customers.

The Benefits of Agent Experience

Work on your business and leave your cloud worries behind.

Avoid Downtime

No business can afford to be out of business. Proactive monitoring and management addresses security threats before data leakage or big outages threaten business continuity.

Azure-native

Agent-less backup and recovery for Azure virtual machines.

Business Improvement

Set yourself apart from the competition by accessing enterprise-grade software, automating processes and improving customer and user experience.

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Contact Centre Assessment

Is your contact centre running as efficiently as it could. Are you providing your customers a great customer experience?
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The assessment includes a Support Request Analysis to identify the following criteria:

Top 5 issues and causes
Trends in requests
Recurring issues
Operational pain points
Improvement opportunities

Outcome / Deliverable:

Document high recurrence issues and opportunities for mitigation.

Typical Engagement Length

2 weeks

STARTING FROM

$2k

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Contact Centre Managed Services

Byte's Contact Centre Support and Managed Services ensure peace of mind when it comes to day-to-day management and support for your contact centre.

These services include the following:

Seamless transition to managed services through a high degree of familiarity with the technology landscape, team members and processes
Management of the agreed total services
Optimisation that allows you to manage the overall environment with business priorities and constraints in mind
Operations that are designed to ensure all systems are up-to-date, performing at optimum levels and fully recoverable in the event of a failure
Support through an efficient and effective service desk function supported by capable resolver groups
Management services

Typical Engagement Length

12 months

STARTING FROM

$2k per month

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Resources

Articles & Blogs

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ARTICLE

5critical questions you need to consider when managing cyber attacks

Managing cyber attacks requires a unique set of skills, from a well-developed understanding of threats and vulnerabilities to in-depth knowledge of technologies and security systems, and experience dealing with attacks.

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ARTICLE

7 key questions to ask before switching your managed service provider

To accelerate digital transformation and respond to the changing nature of hybrid work, many organisations are turning to their managed service provider (MSP) to help them adopt new technologies like Zoom, Desktop as a Service, and Remote Access. Adopting these technologies without the foresight and careful consideration of the industry changes carries potential risks in relation to security, performance, supportability, and cost blowout for many organisations.

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ARTICLE

5 challenges in financial services contact centres

The financial services sector — banks, credit card companies, loan companies, stockbrokers, financial services advisors and debt collection agencies — has been through a lot in recent years.

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