Nautilus
Change in the way we work
There’s something brewing in the way things are being run in Australian contact centres. And it’s something that presents both opportunities and challenges that will shape the future of customer service.
In their 2023-2024 Australian and New Zealand Contact Centre Decision-Makers’ Guide, the Auscontact Association found that about 57% of contact centres in these regions are currently adopting a hybrid work model for their businesses.
With this development comes a pretty unique set of challenges. One that most businesses faced with this predicament have to deal with at some point: how to maintain efficiency and productivity while running a remotely-managed call centre. And with customer expectations reaching new heights, it is more critical that companies utilise the best tools that allow them to deal with these challenges in a more streamlined way.
How to maintain productivity and efficiency in contact centres
The first set of these challenges being how to maintain an efficient and productive contact centre where agents are split between spending time in the office and working at home. The change in environments can easily make adjusting such a chore, especially when running multiple platforms and tools to do their job.
The second challenge being that customers today have a multitude of preferences regarding their communication channels, from email, live chat, and even social media! This diverse range of channels requires contact centres to deploy a comprehensive omnichannel solution to meet customer expectations more effectively.
A third significant challenge involves creating efficient workflows for agents to become better at helping customers. With the prospect of working remotely at least half of the time, support from supervisors might not be as accessible as when they’re working in one setting.
The fourth, and not the least important of all, is regarding data and performance tracking. As beneficial as working remotely can prove to be, it can prove to be a significant challenge tracking how well agents are performing. Aside from performance numbers, agent behaviour is all the more difficult to measure when you can’t see agents on the production floor.
All these challenges combined can prove detrimental to the success of any business. But how can contact centres today manoeuvre these obstacles? In the pursuit of modern adaptability, how can we continue to excel without compromising anything?
Enter Nautilus Talk.
What Nautilus Talk Yields
Since our partnership became official at the onset of the Covid 19 Pandemic, we’ve been working tirelessly with Zendesk to find ways to improve the way contact centres operate. And with our integration with Zendesk Support, we came up with Nautilus Talk.
Nautilus Talk is our contact centre calling experience that we’ve integrated natively onto Zendesk’s ticketing platform. Think of it as a phone system that your agents can use while working on customer tickets. More importantly, our level of integration works so well that all phone conversations with customers are automatically tagged as tickets they can work on.
The way we put it is that it completes the omnichannel experience! Here are some of the ways Nautilus Talk helps to address the challenges we’ve presented above:
All-in-one tool
Nautilus Talk is a completely browser-based calling solution that works natively with Zendesk Support. For agents who constantly have to shuttle between the office and home, having the freedom from traditional phone systems can be a godsend! All they need is their computer, a stable internet connection, and a good outlook on life to become customer service superstars!
A Unified Customer Support Platform
With Nautilus Talk, agents can handle all customer interactions from across different channels in one place. No need to toggle between multiple tools! Calls, emails, live chats, and social media inquiries– all these can be converted into customer tickets. And with 88% of customers today still preferring to use phone calls as their primary means of contacting businesses, having an accessible calling platform remains a priority.
Supervisory Features and Digital Wallboards
Remember those physical wallboards in your office that show important call performance and agent statuses? You have that too! From here you can monitor your call operations in one place, and in real time. We also provide helpful supervisory features like Call Monitoring, Call Whispering, and Call Barging. These make agent assistance and guidance a breeze, all from the comfort of your home!
In-depth Call Centre Analytics
Every Nautilus plan comes with a personalised Reporting Portal. These provide your business with an easily-accessible means to view everything from agent performance metrics, queue performance reports, and even distribution reports (how well calls are handled at specific times of the year, and improves scheduling and forecasting).
Transforming businesses in the age of hybrid working
In our quest to adapt to the modern ways of working, we’ve developed Nautilus Talk as a solution for contact centres. We did so with the idea that an all-in-one platform yields benefits for both the customer and the agents (and supervisors)! You get everything you expect from a modern solution, including a suite of contact centre features and a comprehensive Reporting Portal to track your growth.
The thing is, Nautilus Talk is more than just a tool. It’s a bridge that connects the demands of modern contact centre management with the flexibility of hybrid working. One that allows your business to excel without compromise!
Are you interested to find out more about Nautilus Talk and how it can help your contact centre transition to a hybrid work setup? Get expert advice on how to do so successfully with our team of managed service contact centre experts today.
Reach out to us via email at sales.au@nautilus-network.com and take advantage of our limited-time Zero-Rate Campaign for new Australian clients. Get up to a thousand minutes free every month!