The one thing that can truly transform service, lower costs and improve contact center agent productivity is the agent desktop. The desktop is the tool agents depend on the most, yet it’s the most often ignored technology in the contact center.
But agent desktop software has been around as long as computers have been used to handle customer service calls. And they haven’t changed significantly in the past 25 years, and—for the most part—neither has customer service.
Download this white paper to learn how the agent desktop can be optimized to improve agent performance and drive better customer experiences.
What will you learn?
How integrating the desktop with customer communications channels improves service levels
How integration with CRM and other business systems improves the relevance of the customer experience
How customization of the desktop allows contact centers to fine-tune thei interface for virtually any type of customer interaction