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...