In today’s fast-paced customer service landscape, blended agents are the unsung heroes as they handle inquiries across multiple communication channels, acting as true masters of multi-channel support. But being a blended agent requires a unique skillset that goes beyond product knowledge. It demands a blend of technical expertise, empathy, and the ability to multi-task effectively, which can make this role a challenging feat considering almost 86% of today’s centers are multi-channel (Source: ICMI research).  

In this blog, we’ll dive into the world of blended agents, exploring three key pillars for their success: empowered knowledge management, emotional intelligence, and data-driven performance tracking. By focusing on these areas, you can equip your blended agents with the tools and support they need to thrive and deliver exceptional customer service. 

1. Empowering Blended Agents with Stellar Knowledge Management

When I worked in support as a blended agent, it was often difficult to find the right knowledge article to guide customers through troubleshooting their problems. While the organizations’ Help Center was robust, finding the right article on the fly was not a straightforward process. To find exactly what I needed, I had to rely on using the exact keywords that aligned with the desired content I needed. When working with customers in concurrent chats, this meant having endless tabs open and longer resolutions times. Additionally, since information was scattered across the organization, it was often inconsistent or even outdated.  

As a blended agent, it’s imperative to utilize an AI-powered knowledge management solution to not only support your team’s agents, but to also support your customers. Knowledge management (KM) helps prepare and train contact center employees on the products they’re supporting and is a helpful resource to for customers when theywho call in or open a chat asking for assistance. Knowing the which key search terms to use and having helpful articles at-hand is a game changer and allows you to help solve the problem in real time, with ease. 

Using knowledge management platforms products such as RightAnswers and Panviva helps your team work smarter, not harder. Accessing the correct knowledge articles allows agents to pinpoint the problems and find the solutions for customers quickly. With software such as RightAnswers, knowledge article suggestions auto-populate for agents to reference in the moment, while assisting customers. This is a win for agents, and a win for your customers, as agents can problem solve in a timely and efficient manner. 

 Additionally, being adaptable as a blended agent includes staying up to date with product training and learning courses. Ensuring that they’re “in the know” with the latest updates and new product lines is essential for your team to succeed at their job. With a capable knowledge management solution, you’ll be able to keep track of your knowledge articles and ensure your agents always have access to the latest information.  

Benefits of Enhanced Knowledge Management: 

• Improved Resolution Times: Easy access to accurate information lets agents resolve customer issues faster, leading to increased first call resolution (FCR) rates. 

• Reduced Agent Stress: Agents spend less time searching and more time solving, leading to a more positive work experience. 

• Enhanced Customer Satisfaction: Quicker resolutions and a confident agent demeanor directly contribute to increased customer satisfaction (CSAT). 

Solutions and Best Practices for Effective Knowledge Management: 

• Utilize AI knowledge management software like RightAnswers or Panviva that offer features like intelligent search and context-aware recommendations. 

• Invest in creating a well-organized knowledge base with clear categorization, tagging, and keyword optimization. 

• Encourage a culture of continuous knowledge base improvement, allowing agents to contribute updates and identify gaps. 

2. Showcase Emotional Intelligence for an Exceptional Customer Experience

Blended agents don’t just deal with technical issues; they also help shape the customer experience (CX). Blended agents often deal with frustrated or angry customers across different communication channels, which can make it difficult to remain positive and empathetic.  

However, focusing on the CX can be a true differentiator for not only the service provided, but also the brand as a whole. Poor customer service is a huge driver of customer churn, as a lot of customers stop doing business with a brand due to poor customer service.  

In order to provide an exceptional experience, agents must be able to put themselves in their customers’ shoes, as this is where they can showcase their emotional intelligence and empathy as a customer walks them through their problems. Agents can assure them that they are here to help resolve their issues and be their guide as they assist them in finding solutions. Net Promoter Score (NPS) is a leading blended agent KPI for a reason, as it provides a meaningful measurement ofgauges customer satisfaction.  

 In addition to putting empathy on the forefront, utilizing various tools such as CTIs (Computer Telephony Integration Systems, like InGenius) and CRMs (Customer Relationship Management software) help personalize conversations with customers, reminding the agent of the person behind the computer or phone. Knowing the customer’s name, where they work, and previous interactions with your organization, as soon as they reach out to your contact center, helps paint a complete picture of what has brought them to your contact center today and keeps agents privy to past pain points. 

Benefits of Emphasizing Emotional Intelligence: 

• Improved Customer Relationships: Empathy fosters stronger connections with customers, leading to a more positive brand image. 

• Reduced Customer Churn: Addressing customer concerns effectively helps retain valuable customers. 

• Increased Agent Satisfaction: A focus on EQ creates a more positive work environment for agents. 

Solutions and Best Practices: 

• Implement training programs that teach agents active listening skills, de-escalation techniques, and empathy building strategies. 

• Encourage agents to personalize interactions by using the customer’s name and acknowledging their emotions. 

• Utilize Customer Relationship Management (CRM) software that provides customer history and interaction details for a more holistic view. 

3. Let the Stats Speak for Themselves

For blended agents, performance speaks for itself. Referring to reporting metrics ensures that blended agents are meeting their marks and staying on top of their case load on all channels. Metrics that encompass their Key Performance Indicators (KPIs) such as Average Handle Time (AHT), Customer Satisfaction (CSAT), First Call Resolution (FCR), and Net Promoter Score (NPS) are all strong places to check for indicators of success. 

However, blended agents juggle inquiries across multiple channels, making it difficult to maintain a consistent focus on individual metrics. Analyzing their performance across different channels and interaction types can be a complex task. Additionally, blended agents may struggle to translate raw data into actionable insights for self-improvement. 

 For example, when reviewing your contact center metrics, InGenius allows you to monitor and measure employee performance directly from your CRM or Ticketing System. You can track key metrics such as successful call counts, and agent call time to call volume, and call results– optimizing and optimize resource availability during peak hours without needing to toggle between systems. With pre-built and customizable reports, spotting trends, improvements, and areas for opportunity is easy and straightforward.  

On the knowledge management side, a solution likesolutions such Panviva or and RightAnswers, allows you to schedule reports and create dashboards to gain valuable insight and drive agent performance.  

Benefits of Performance Metric Tracking: 

• Data-Driven Decision Making: Metrics provide insights for optimizing agent schedules, resource allocation, and training needs. 

• Improved Agent Performance: Tracking KPIs helps agents identify areas for improvement and set professional goals. 

• Enhanced Customer Experience: Focusing on metrics like FCR and CSAT leads to a more streamlined and efficient customer experience. 

Solutions and Best Practices: 

• Utilize reporting tools like those offered by Upland Software, which integrate with CRMs and ticketing systems for comprehensive performance analysis. 

• Set clear and achievable performance goals for blended agents based on relevant KPIs, taking into account the specific channels and complexities of their interactions. 

• Foster a culture of continuous improvement by encouraging agents to learn from their data and strive for excellence. Provide coaching and guidance to help them translate metrics into actionable insights for personal growth. 

Upland Software: Your Partner in Blended Agent Success 

Upland Software offers a comprehensive range of customer service solutions specifically designed to empower blended agents and elevate your contact center operations. Here’s how our products can make a difference: 

• Panviva: This knowledge management platform combines the power of AI with the trust of compliant knowledge to exceed your customer’s expectations. Panviva’s intuitive interface and AI-powerful guidance allows agents to find the right answers quickly, reducing resolution times and improving customer satisfaction.  

• InGenius: This powerful computer telephony integration (CTI) solution seamlessly integrates your phone system with your CRM or ticketing system. InGenius provides agents with a unified view of customer interactions, including contact history and call recordings. This allows for more personalized service and efficient call handling. 

• RightAnswers: This AI-powered knowledge management solution takes your knowledge base to the next level. RightAnswers combines powerful AI search, Gen AI, and knowledge management for the future of customer service. It leverages machine learning to anticipate agent needs, suggesting relevant knowledge base articles and potential solutions in real-time. This empowers agents to resolve customer issues faster and with greater accuracy, while also enabling powerful self-service options. 

By investing in your blended agents and partnering with Upland Software, you can create a thriving customer service environment that fosters agent success and delivers exceptional customer experiences. 

Ready to learn more? Contact our team today to discover how our solutions can help you empower your blended agents and achieve your customer service goals.