Today’s contact center workforce wants the flexibility to be able to work from anywhere, with easy-to-use technology. On the business side, providing this flexibility opens access to a wider talent pool and boosts retention. However, it relies on furnishing users with the tools they need to work remotely from any internet-connected device. To do this seamlessly, your contact center solution has to be accessible through a web user interface (UI).
What is a web UI?
A web user interface (web UI) provides access to your business software from any internet-connected device (laptop, tablet or even smartphone). It means your employees no longer must be in the company offices or use the company network to log on as content is downloaded into a web browser.
A good web UI will be tailored to the needs of the contact center user whether it’s an agent, a supervisor or senior manager. It will let them access the information they need, handle interactions easily and help them do their jobs effectively.
What benefits does a contact center web UI provide?
Organizations see nine advantages from deploying a web UI to their contact center solution:
A web UI works on any device with an internet connection, making it easy for agents to work remotely and for customers to access self-service options. It also gives agents greater flexibility and mobility as a web UI can handle low speed connections, meaning agents have more choice when deciding where to work from.
A well-designed web UI makes it easier for agents to manage calls, access customer data, and navigate between different systems all from a single interface. This helps to save time, increase productivity, and cuts errors.
A web UI integrates with other contact center tools and systems, such as Microsoft Teams, CRM software or chatbots. This helps agents collaborate with each other and access different systems more easily, enabling a more seamless and personalized customer experience.
Web UIs are quick to deploy. They can be updated automatically without requiring users to download and install software. In contrast, desktop UIs require software to be installed on individual devices, and every installation needs to be updated manually. This adds to the IT workload and costs.
By providing agents with a clear and intuitive interface, a web UI should help reduce errors and increase productivity. This can be particularly important in high-pressure contact center environments where agents need to manage large volumes of calls or other interactions during their shifts.
Web user interfaces provide interactive and engaging features such as animations, videos, and live chat. They also offer collaboration capabilities through software such as Microsoft Teams to deliver a better user experience.
A web UI that provides agents with the right information and tools can help them provide better service to customers. Giving agents all the information, they need at their fingertips helps them answer queries faster and build stronger engagement with customers.
For managers, a web user interface provides instant, real-time information about call volumes, wait times, and other metrics. This means they can make immediate, data-driven decisions to improve and optimize performance.
As they are hosted on remote servers, web UIs scale more easily than desktop UIs, which can be limited by the processing power of the device they are installed on. That means they can scale to a larger number of users simultaneously.
Overall, a well-designed web user interface helps contact centers operate more efficiently, provide better customer service, and stay agile in a rapidly evolving business environment. It supports remote workers and empowers agents with the tools they need to work effectively, wherever they are located. This makes it a central part of supporting a modern workforce across your contact center and beyond.
As with any economic downturn, the current situation will have positive and negative impacts on how organizations manage and deliver customer service. Taking a step back and looking at overall operations – and how technology supports them – is vital for making the right decisions moving forward.
How do you meet all the needs of a multigenerational contact center workforce and benefit from all of their skills and experiences?