Altitude Software Publishes New Infographic On The Real Benefits of a Unified Contact Center Agent DesktopLisbon, Portugal, 12 November 2013 Altitude Software, a leader in unified customer interaction solutions, is making available for free publication a new infographic on what are the real benefits of a Top-Rated Unified Agent Desktop.
A recent Accenture study of 13.000 customers in 32 countries shows that the number of customers switching due to poor service has, from 2011 to 2012, increased 4%, from 62% to 66%. Nonetheless, 82% of customers that switched say companies could have done something to prevent them switching, primarily first contact resolution.
But increased first contact resolution remains a challenge when many of today’s contact centers still use multiple loosely- linked applications that are a challenge for agents to navigate while trying to successfully manage interactions with customers.
The infographic highlights why multimedia desktop applications that empower agents to process business tasks, using multiple applications, while controlling all media, are a powerful tool to increase customer engagement.
Altitude uAgent, recently rated by Ventana Research is a multimedia desktop application that empowers agents to process business tasks in real time with customers, while controlling phone, email, chat, facebook, video, etc. It effectively reduces agent training time, increases first call resolution with integrated knowledge management and, unlike most competition, it offers unique version management.
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