The Top Five Reasons to Simplify Your Customer Service Desktop
1 Sep, 2007
By: Cindy CurtinDesktop complexity presents one of the biggest obstacles to call center success and it resides on nearly every agent’s desk and pervades every call.
Here are the top five reasons why contact centers are simplifying their customer service desktops:
1. Cost: Time is Money
Agents spend an incredible amount of time navigating through disparate applications or screens. Simplifying the desktop and aligning applications with the flows of customer service calls drastically reduces average handle time. A simpler desktop also reduces agent training as well as the time needed for an agent to become fully productive.
2. Customer Loyalty
Allowing agents to focus on the customer, rather than clunky systems, lets them improve the quality of their customer interactions, which in turn enhances customer loyalty.
3. Agent Satisfaction: Happier Agents Means Happier Customers
Improving agent retention is a high priority for call centers. Difficult systems and technology are a major reason agents resign their jobs. Simplify the desktop to improve agent satisfaction and it will directly improve customer satisfaction.
4. Compliance: Complex Systems and Processes = Exposure
Cluttered desktops and complicated systems and processes present a real challenge to ensuring that compliance policies are being followed. Present only the data the agent needs to see; optimize processes within the applications to ensure that certain screens are displayed and processes are followed.
5. Flexibility: Embrace the Latest Call Center Trends
Eliminating desktop complexity gives you the freedom to explore new trends in call center operations. Desktop complexity limits the effectiveness of being able to implement outsourcing, off-shoring, virtualization, home agents and universal agents initiatives.
Jacada WorkSpace is a leading unified service desktop solution that allows contact centers to eliminate desktop complexity and support agents by giving them access to anything they need to successfully complete a call within one simplified, easy-to-navigate desktop. A unified service desktop that supports call flows can make agents happier, increase efficiencies and customer loyalty, reduce costs and improve your performance against all of the metrics you are already measuring.
