Intelligent Agent Desktop
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Did you know 40% of contact centre agent’s time is spent extracting information from different databases with over 50% of contact centres requiring their agents to use 5 or more different applications to serve customers? This infographic, by nplsystems, explores these staggering figures by identifying the 2 main problem areas in the contact centre that are adding to agent desktop complexity; lots of data and applications and growth of channels in the contact centre. It addresses how the lack of integration is causing a huge gap between consumer demand and business capability in customer service and suggests a way to simplify the contact centre agent desktop to improve response rates, increase efficiency and allow your agents to provide better customer service.
Transcript of Intelligent Agent Desktop
