Published on Dec 21, 2020 at 1:09 pm in Call center
A unified, omnichannel Agent Desktop is an application used by contact center agents to handle interactions with customers and that provides a single place to work.
A unified agent desktop integrates seamlessly, easily, and quickly, all communication channels and external applications, such as CRM systems, into a single and unified interface. Keeps agents from working in different systems and platforms and handle customer inquiries in one single interface.
A unified agent desktop is also an omnichannel agent desktop because it supports a 360 degree view of each customer.
It enables businesses to have a single customer view and display it to agents in a single interface which empowers them to treat each customer as a VIP.
Whether agents handle inbound or outbound calls, a unified agent desktop ensures that they always have the necessary information about the customer, if not at the screen, they can, for example, quickly find it in an integrated knowledge base, to ensure answer accuracy.
Moreover, a good agent desktop features a script that guides agents through the conversation with the customer helping to ensure that agents go through the most important phases of the conversation.
Interactions with customers have become increasingly complex, as contact centers must support a growing number of channels. Additionally, it’s crucial that agents communicate quickly and efficiently with customers to provide the best service. The communication must be transparent to agents, they need to access tools through a single click and view all the necessary information to handle that interaction in a single window.
A unified agent desktop is the enabler application that allows agents to handle and successfully manage the interaction with customers!
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