Improving the Agent Experience With A Multilingual Contact Center Agent-Desktop

The contact center agent experience is just as important as the customer experience, for the simple fact that it can have a significant influence upon it.  If agents are happy, they will be productive and efficient.  If they are unhappy, they will be ineffective and inefficient.  If they are stressed, their productivity will be compromised and their efficiency will suffer.

For large global brands it is all too easy for businesses to assume that everyone speaks English, however, even if an agent does understand English, they will be far more comfortable and happy working in their native language. It is this agent's happiness that will positively impact the customer experience. Agents have enough stress, without having to try and understand the agent desktop that isn't in their native language.

To make life easier for agents and to enable businesses to deliver better customer experiences, Local Measure has now developed its award winning omni-channel agent desktop to be available in Spanish, French, Korean, German as well as English. By increasing the language availability we have made Engage for Amazon Connect even more accessible for an additional 634 million native speakers of Spanish, French or German.

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Benefits of the Multi-language Engage Agent Desktop

In addition to its increased accessibility, there are other benefits of the additional agent languages. 

• It is available automatically, out-of-the-box at no extra cost.
• Each agent has the possibility to choose the language for their workspace. 
• Every future update to the Engage platform will be rolled out in English, French, Spanish and German, meaning that everyone can easily and instantly benefit from new features rolled out. 
• Agents who are more comfortable speaking German, Spanish or French don't have to understand English to navigate the desktop to effectively service their customers. 
• Training can be conducted in the agent's native language. 
• The ability to work with multiple languages means you can train agents with a broader knowledge base and improve your retention rates.

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If you are interested in learning more about the Engage agent desktop or want to discover how it can help your business, please contact us or book a demo to see it in action. 

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