Agent Desktop

Global Communication Giant Selects Latest Agent Desktop to Service Customers

PSS Help - an Eckoh company, announces that it has been selected by a major North American global communications company to provide its Agent Desktop solution. The multi-year Agent Desktop solutions contract, worth a minimum of $2m over the term, is the first contract to be announced since PSS Help was acquired by Eckoh on [...]

November 24th, 2015|News|

Are You Sending Your Agents into a Gunfight Armed with a Penknife?

In today’s competitive field, providing best possible customer experience has to be a priority. Rising expectations put a lot of pressure on Contact Center agents; customers are used to having instant information on their phone,  seamlessly moving between text, email, social media,  the net, oh and yes phone calls! How can the agents keep up? Business is losing the [...]

March 16th, 2015|Customer Experience|

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|

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 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|

Remote Agents: Bringing Them in From the Cold

How do you cope with peaks in call volume to schedule enough staff during peak forecasts, and then have back-up resources when needed? Contact Centers are increasingly looking for agents to work these peak hours without the commitment of a full-time employee. The key to staffing the call center when experiencing spikes in call volume [...]

May 3rd, 2013|Customer Experience|