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Improving Customer Experience by Simplifying the Desktop

Improving customer experience by getting the agent desktop right first time

The contact centre is often awash with new technology such as ACD; CRM and IVR as well as sales order processing, trouble ticketing and workflow management. But the lack of integration between these systems means that the two principal benefits that they should bring to the business; improving customer experience and reducing costs and inefficiency, are not realised. Instead, agents time is spent manipulating systems and data rather than talking to the customer and resolving their issues. This inefficient use of agents costs the contact centre money, leads to long queues and frustrated customers.

This white paper discusses how simple changes to the agent desktop can dramatically improve the customer experience and reduce inefficiencies, without needing to replace existing technology and applications.

Contents

  • Complexity on the desktop
  • The front office issue
  • Getting the agent desktop right
  • The Benefits
  • How to implement a unified agent desktop
  • Conclusion

 

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