Energizing the Employees with a Unified Desktop

This article originally appeared in the November 2010 issue of Customer Inter@ction Solutions

Contact center agents are increasingly multitasking, working with a growing range of applications and channels. Yet too often they get jammed through toggling between these solutions and tools, which wastes time and bothers customers, and which adds to their frustration.Too often, agents must spend up to 30 percent of their time moving between multiple applications, relying on their own experience to accurately answer questions, reports Steven Herlocher, executive vice president, sales and product strategy, Interactive Softworks. Or, they waste valuable time by cutting and pasting information then having to forward that information to customers. These methods are not reliable, consistent or efficient.Unified agent desktop or customer engagement software provides a solution. Such products, like Interactive Softworks’ Metaphor drives significant agent productivity improvements by providing a cohesive, context-aware view into the multiple applications and processes the agent is required to work with for effective customer interactions. Read the entire article at Customer Inter@ction Solutions.