Make agents happier, increase efficiencies, build loyalty, reduce costs, and improve performance.
Desktop complexity is a relatively new problem. As little as 10 years ago, the typical customer service desktop was not so complex; maybe one or two green-screen applications and a phone sitting next to the computer was all an agent needed. Today, we see desktops with 5, 10, 20 or more applications. But complexity is not only dictated by the number of the applications on the desktop. Many agents are befuddled by a single application whose screens are cumbersome and getting in and around the application to get the data they need is akin to brain surgery. And agent 'productivity' tools like email, chat, soft-phone, scripting, and the like only add to the chaos.
In fact, some call centers have tried to solve this problem by giving each agent two or three monitors!
Desktop complexity presents one of the biggest obstacles to call center success and it resides on nearly every agent's desk and pervades every call. Given call centers' continual focus on cost reduction and hesitancy to change existing applications and systems, the problem continues to worsen.
Read More Article...
Desktop complexity is a relatively new problem. As little as 10 years ago, the typical customer service desktop was not so complex; maybe one or two green-screen applications and a phone sitting next to the computer was all an agent needed. Today, we see desktops with 5, 10, 20 or more applications. But complexity is not only dictated by the number of the applications on the desktop. Many agents are befuddled by a single application whose screens are cumbersome and getting in and around the application to get the data they need is akin to brain surgery. And agent 'productivity' tools like email, chat, soft-phone, scripting, and the like only add to the chaos.
In fact, some call centers have tried to solve this problem by giving each agent two or three monitors!
Desktop complexity presents one of the biggest obstacles to call center success and it resides on nearly every agent's desk and pervades every call. Given call centers' continual focus on cost reduction and hesitancy to change existing applications and systems, the problem continues to worsen.
Read More Article...
No comments:
Post a Comment