The Primary Source of Agent and Customer Frustration? It’s the Desktop.

Posted by Randy Saunders on February 5, 2009

0 comments | 1863 reads

A new Ventana Research report titled, "Customer Experience Management: Improving the Consistency and Quality of Customer Interactions," reveals that the agent's desktop is a primary source of frustration for both agents and customers. That's no surprise to anybody who has been forced to navigate these systems or sit on hold while the agent navigates them.

The expanding desktop
Companies today are continuously gathering more and more information. In a typical organization, the various business units record the information that is important to them and store it in a manner convenient to them. In the past, little thought was given to the fact that the information could be valuable to other business units, especially the contact center.

According to Ventana Research, only 35% of respondents said their desktop provides agents with "relevant information to the caller's profile and circumstances." Customers at these organizations have come to expect an excellent customer experience.

On the other side, that leaves nearly two out of three contact centers
ill-equipped to search for information that is probably locked in independent silos. This creates a tremendous challenge for the agent. The results are frustrated agents and customers.

End the frustration with a unified agent desktop
A unified agent desktop simplifies and streamlines desktop complexity,
enabling agents to work smarter and faster, significantly increase productivity, reduce handling times, and improve the customer experience.

When implemented correctly, the unified agent desktop serves as the hub for interacting in the contact center and the window into the customer outside of the contact center.

The key benefits of this unified agent desktop include:

Better customer experiences and customer retention
Dramatic efficiencies and savings
Increased revenue

To learn more about the benefits of a smarter agent desktop, download the complimentary Ventana Research benchmark report at www.cincom.com/CEMresearch.

Randy Saunders

Randy Saunders is the marketing manager for Cincom Systems' Customer Experience Management products. Randy may be reached at rsaunders@cincom.com.

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