The more they know, the more you grow
Every touch in the contact center, whether inbound or outbound, represents a unique and immediate opportunity to extend and strengthen a customer relationship. Each interaction, whether it is a sale or a save situation, requires that your agents be prepared to respond quickly to the unique demands of the individual customer, and have the best decision support available. A unified agent desktop gives your organization the best chance to make the right decisions for customer satisfaction and profit growth, each and every time a customer interacts.
The unified agent desktop
Considering most agents routinely access five or more different systems or databases during a customer interaction, the single, unified agent desktop can pay rapid dividends throughout the organization. By eliminating the need for multiple application load times and sign-ons, you spare both agents and customers the tedium of wading through password recall and record-retrieval delays.
Not only does the unified desktop reduce agent training costs and time, it’s also simpler to administer. All interface changes are managed in a single, standards-based application, and as a result, all changes are published to the entire agent community at the right time.
The right information at the right time.
When agents have all of the right information and resources presented at the desktop instantaneously, they can respond quickly and appropriately to each customer. By providing transparent views and access to other enterprise applications and back-end systems as needed, the system provides agents with a relevant view of the customer, including the customer history, product history, preferences and more. This consolidated customer view across all channels – phone, email, fax, web - enables agents to hold continuous and informed conversations with customers. As a result, the agents spend less time searching for information and satisfy customer requests more quickly.
Learn more
Whether it is a sale or a save situation, every interaction requires that your agents be prepared to respond quickly and intelligently to the unique demands of the customer. Download this whitepaper to learn more about how the unified agent desktop gives your organization the best chance to make the right decisions for customer satisfaction and profit growth, each and every time.