New offering lets call center staff choose their user interface

Sword Ciboodle has joined forces with Capgemini Consulting to develop a range of user interfaces that cater to different agent learning styles and preferences; improving overall customer interactions, retention and the ability to cross sell.

Agents have been given the ability to choose the version of the user interface that best suits their individual cognitive style. Whether the agent has a highly visual mind and feels more at ease with a pictorial interface, or responds to text and written stimuli, the Love your Agents offering creates an environment that promotes agent productivity through freedom of choice

Not only do the Love your Agents interfaces create a more self-reliant workforce and bolster overall morale in the contact center, they also fundamentally improve customer relations as agents are able to dedicate more time to understanding customers' needs, and less time navigating a complex user interface.

"In these times of economic uncertainty, employee morale and customer satisfaction is of critical importance," said Kenny Bain, ceo of Sword Ciboodle EMEA. "When agents use contact center software they are uncomfortable with, customer interactions are significantly less effective and duly more frustrating for contact center staff. By partnering with Capgemini, we have developed an intelligent system that allows agents to choose an interface that works best for them. Through the new Love Your Agent offering, we not only create a contact center with improved customer relations, but an environment with happier employees."

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