Agent Desktop

Is Your Contact Center Toolkit Fit for Purpose?

Contact Centers are like toolkits. They contain the tools the business needs.  That seems obvious in a way, and it kind of makes sense. Toolkits, however, usually contain tools you needed once but will probably never use again, tools you use every day, tools you thought you had to have, and some things that [...]

January 19th, 2016|Agent Desktop|

Agent Desktop – How A Unified Solution Can Help You

Desktop tool sets used to be highly customized, built to order, difficult to change and slow to evolve. They were tailored to the needs of a particular business, a particular group of users, and the unique set of back-end processes and applications which were used in that business. But that’s all changed. Agent Desktop: Unified [...]

September 10th, 2015|Agent Desktop, Sub Story|

How Contact Centers Prevent Agents Giving Good Service

Imagine you’re a call center manager. You've got great agent retention, your people are skilled and motivated, and you're meeting your targets. You’re one of the lucky ones. But under the surface, your teams are stressed to the eyeballs. What’s going wrong? We visited a contact center with exactly this issue recently. Average Retention  Average agent [...]

July 24th, 2015|Agent Desktop|

Agent Desktop: Struggling With Your Thick Client?

Most organizations need to manage agents with differing skill sets, servicing different business processes. Thick client desktops offer a solution but can be complex, costly and cumbersome. The relationship between the Customer and your agent is the core of their customer experience. A more flexible approach to agent desktop Giving the right tools to your [...]

July 9th, 2014|Agent Desktop|

Reduce Agent Churn To Save Money And Customers

What would it save your company if you could reduce agent churn by 10%, 30% or 50%?. We recently spoke with a contact center manager whose agents take up to 18 months to complete all the training required in his multi-skilled environment. The average agent retention period in this contact centre is around 13 months. You [...]

March 20th, 2014|Agent Desktop|

Agent Desktop and Workflows: How Easy are Yours to Navigate?

The agent desktop should be a simple thing to use. Give each agent a screen, access to the tools they need, and with some training they follow the process and get the job done. Right?...Wrong! Agents live and breathe the desktop. Yes, good agents will adapt, they will make the best of a poorly designed [...]

February 12th, 2014|Agent Desktop|

Agent Desktop Gains in Performance

The agent desktop is an area where significant gains in agent performance and therefore customer experience can be obtained through the clever use of technology.  Agent Desktop; Get rid of  screen clutter How are agents supposed to provide excellent customer service and stay confident and motivated when they have to flick between countless screens to [...]

July 14th, 2013|Agent Desktop|

Service Enablement

When describing the configuration of services, simply installing an application is not necessarily enough for the full enablement of a service. And what about services that don’t actually require installation in order for them to work? Staying competitive means delivering applications and solutions to who it matters, when it matters. New devices such as smart phones [...]

June 10th, 2013|Agent Desktop|

Agent Desktop Complexity is Killing Customer Service

There is so much debate around the most effective way to provide good customer service and manage the volume of calls coming into the contact centre via the agent desktop. Is it better to use outsourced agents, skilled base routing or IVR? Do customers really care how their call is diverted as long as they get [...]

May 29th, 2013|Agent Desktop|

Home Agents Offer Significant Benefits

More and more companies are now realizing the benefits of a smarter, flexible working policy, enabling their call center agents to work in locations that suit them best. The  satisfaction of Home Agents has shown increases of 4 -10 points and overall operating expenses dropping by between 10-30% due to improved retention. So what's driving [...]

March 26th, 2013|Agent Desktop|