Individuals have varying preferences about the way they process information. Some people prefer words to images, others the fine details to the whole picture. It is to accommodate differences like these that the Love your Agent offering has been developed by Capgemini Consulting and our partner, contact centre software experts Sword Ciboodle.

Just as your mobile phone allows you to choose the menu style that suits you best, Love your Agent gives everyone a choice about the interface they use on the contact centre desktop. Because they get the interface style that suits them, and because they feel more in control of their working environment, agents immediately become more productive.

This user interface software can plug into existing contact centre software such as SAP and Siebel, allowing you to get more from your existing investment.

Capgemini and Sword Ciboodle share a strong interest in the contact centre agent and the customer experience. Sword Ciboodle’s flexible user interface software complements Capgemini’s expertise in helping clients apply technology to improve their business. Together, we have also collaborated with Professor Eugene Sadler from the University of Surrey’s School of Management to ensure that our offering reflects the latest research findings.

This page contains:

• Benefits of “Optimising Agent Performance”
• Our joint approach
• Our capabilities

Benefits of “Optimising Agent Performance”

Providing a user interfaces to match your agents’ cognitive style makes it easier for them to translate information, quicker at dealing with calls and more responsive to customers’ needs (because their own cognitive needs are already being met).

The benefits include:

Agent performance: better outcomes from customer interactions: increased conversion and cross-selling, reduced average handle time (AHT)

Customer experience/satisfaction: improved service quality, reflected in both “hard” measures of AHT and “soft” measures of agent empathy

Agent satisfaction: improved staff satisfaction , adherence and attendance

Contact centre efficiency: reduction in costs associated with training and retention

New process adoption: increased ability to adapt to new processes and client organisations, efficiently and with minimum disruption to service

All these add up to a potential for significant competitive advantage.

Our joint approach

Understanding customer interactions

We map customers’ journeys to better understand their needs and the way they think and feel.

Profiling agents’ individual preferred cognitive styles

Our self-reporting cognitive style test helps staff determine their preferred cognitive style. As well as determining their user interface, this information can help you optimise future training.

Developing tailored interfaces that align with your organisation’s profile

We create up to four tailored interfaces for contact centre desktops. Front-ending your existing contact centre software, these present information to each agent in their preferred cognitive style, so they can serve customers fast and effectively.

Implementing the change

We ensure that the organisation is ready, willing and able to adapt to the new interfaces. There are separate training programmes for each of the four main cognitive styles so that learning is effective and team leads spend less time reinforcing new ways of working.

Measuring and reporting performance trends

We’ll help you develop a dashboard to measure contact centre performance across a range of criteria and track changes in performance against an initial baseline.

Our capabilities

Capgemini has 100+ consultants with customer service and call centre experience across a wide variety of business contexts, including the public sector, energy and utilities, consumer products and retail and telecoms, media and entertainment

Our delivery partners Sword Ciboodle is a world leader in CRM business software for contact centres: award-winning, multi-channel technology which manages customer interactions from a centralised, web based architecture and provides the end-user with a 360-degree view of customer information. Sword Ciboodle’s dynamic customer-centric solutions offer optimised and intuitive interfaces for agent, customer and manager alike. The “Love your Agent” proposition has been developed in conjunction with Professor Eugene Sadler-Smith (BSc PhD FCIPD FRSA) Professor of Management Development and Organisational Behaviour from the School of Management at the University of Surrey “The work Capgemini and Sword Ciboodle are doing to adapt technology solutions to individual differences in cognitive (thinking) styles is both exciting and important. The impact of cognitive (thinking) styles on learning and performance should not be underestimated. Bringing this out of the psychology lab and into the workplace is, I believe, quite unique.”