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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|