Love your agents and they will love your customers  

New collaboration promises to set contact centre staff free and revolutionise customer relationships ...

Sword Ciboodle, has entered into  a new collaboration with Capgemini Consulting to launch Love Your Agents, built upon Sword Ciboodle’s intelligent desktop solution, Ciboodle One.  Sword Ciboodle 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. 

 By partnering with Capgemini Consulting, Sword Ciboodle says it has empowered agents by giving them 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 centre, 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 centre software they are uncomfortable with, customer interactions are significantly less effective and duly more frustrating for contact centre 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 centre with improved customer relations, but an environment with happier employees.”

 “Capgemini and Sword Ciboodle both recognised that agent experience is intrinsically linked to customer experience, but many call centre environments are unintuitive and utilise difficult to navigate desktop interfaces,” said Patrick James,   UK and Global Head of Marketing, Sales and Services at Capgemini.

“If agents are struggling with counter-intuitive systems, it’s impossible for them to be wholly focused on providing high-quality customer service. The ‘love your agent’ theme came out of the idea that happy agents equal happy customers; your agents are at the heart of good customer service, so making sure that they are appeased is vital.”