Improve Productivity and Service with Multi-Session
Agents and Manager Tools in Noble Harmony
Noble Harmony gives high-performance contact centers real-time access to
performance statistics and the ability to manage resources, from anywhere,
at any time. In Version 6, Noble adds new features to allow agents to handle
multiple voice and non-voice sessions simultaneously, as well as email session
recording, and customizable reporting widgets for the manager wallboard.
Key enhancements and features in
Harmony v6 include:
• Multi-session Agent Assignments:
Maximize agent productivity with
multi-session agent assignments,
allowing agents to handle
voice and non-voice contacts
concurrently, with tracking for time
and activities in each channel;
define priority settings, skills routing,
and rules for up to six simultaneous
sessions
• Email QA: Record, playback and
score email transactions for better quality assurance and training, plus updated
email routing and handling configurations for improved service
• Enriched Supervisor Wallboard: Increase reporting flexibility with new usercustomizable tiles and widgets, ideal for monitoring real-time performance,
including agent, application, IVR, lines, lists, and multichannel activities
• Advanced Agent and Contact Management: Improve efficiency with
automated threshold alerts to agent desktops and intuitive routing and transfer
rule setup – including a new ACD Transfer feature
A study by Aberdeen Group* shows
that more than half of all contact
centers today use four or more
interactive media channels (such as
phone, IVR, social media, web, email,
or fax) to engage their clients. The
Noble Multi-session Agent takes your
multichannel contact center to the
next level. Noble Multi-session Agents
can not only receive interactions from
different channels in a single queue –
they can now handle multiple sessions
at the same time. Each session is shown
as a separate interaction on the Agent
Desktop (requires Noble Composer
version 11), and all open sessions appear in the
agent’s workspace so they can move between
sessions at the click of a button. The real-time
manager console allows supervisors to easily
see which agents are working on which types of
sessions. Every interaction and activity is tracked
and logged by channel and by agent for complete reporting. And every session,
whether voice or text-based, can be recorded for QA and evaluation purposes.
Contact your sales manager to learn more about upgrading to Harmony v6.
*Multi-Channel Contact Center: Delight Customers Where they Live, November 2012
Letter from the CEO
New Tools for Managing
Multichannel Queues
Today’s customer has numerous
devices, both voice and text-based,
with which they can contact the James K Noble, Jr
business. The only constant is that
– regardless of the communication method
they choose – customers want accurate, timely
information. Delivering the information to each
customer in a form with which they are happy
creates a lot of ground to cover for contact centers.
Large-scale enterprises may have the ability
to dedicate a single group to a single contact
channel, such as agents who only answer phone
calls or only respond to emails. However, for most
organizations, separating the work streams is not
practical. Therefore, we have seen a growing
demand for the multichannel agent – placing
agents into a blended environment where they
can receive contacts from a number of media in a
single queue. This integrated workflow design helps
maintain agent productivity and can help keep
agents more engaged, adding variety to their
work load.
The next evolution of the multichannel environment
takes full advantage of every opportunity to
engage customers and agents for even more
responsive service. We call this the “Multi-session
Agent” – a solution that enables your agents to have
multiple customer sessions open simultaneously.
Due to the nature of a phone call, voice
interactions are a very active engagement,
and require an agent’s undivided attention.
Non-voice or text-based interactions (such
as email, SMS or web chat) typically result in
downtime during the conversation, providing
productivity gaps for an agent engaged
in the session. The Multi-session Agent helps
eliminate those gaps by filling the inherent
wait time with agent activity, enabling them
to assist more than one customer at a time.
With the Noble Multi-session Agent tools,
managers can define up to six sessions
per agent. Each session can be given skill
and priority assignments – for example,
an agent can only handle a fourth web
chat session if no other more skilled
agents are available. And, of course,
every interaction is tracked in for real-time
management and reporting.
We believe that our Multi-session Agent solution
can be a real game-changer for contact centers in
terms of growing productivity, reducing costs, and
improving the customer experience. We invite you
to contact us today for a demo to learn more.