Contact center agents within the financial services industry showed that the average agent worked across 7 applications every day and more than 15 percent of agents worked across 12 or more, according to a recent Velociti Partners survey.
Loading the agent desktop with multiple logons, application interfaces, and forcing infinite alt-tabs and clicks forces an agent to focus on confusing, intricate processes. However, an intuitive, unified agent desktop will streamline agent learning and productivity, and ultimately enable a smarter agent.
A Smart Agent Desktop
What makes an agent desktop smart? An intelligent, unified agent desktop delivers the right information at the right time in the process. The ideal desktop has an integrated backend that taps into various applications and databases, delivering relevant information throughout the customer dialogue. Every second counts in a customer service interaction. When an agent switches to a new application and has to log on, an average of 5-10 seconds are added to the call time.
Here’s how it adds up. 1.2 seconds for mental preparation, 0.4 seconds for every time the agent has to switch from mouse to keyboard, 1.1 seconds to point to an object on screen, and .5 seconds to press and release a single key. (Based on the Keystroke-Level Model)
If an agent has to utilize 3 different applications in a call, between 15 to 30 seconds of downtime will be added to the call, just for switching between applications! What could a company gain by shaving 30 seconds off their average handling time? Shorter agent training cycles? Happier customers? More profitability? A smart agent desktop converts wasted minutes into time spent making a sale, solving a customer problem, or completing an additional call.
A Smart Agent
With a smart desktop, agents receive the right information at the right time in the customer dialogue. If an agent is guided through the right process by a unified agent desktop, they are able to turn their attention solely to listening and interacting with the customer.
A smart agent can focus on what the customer is asking or saying. And with the aid of a unified desktop, the agent will be able to focus on the customer’s tone and inflection, giving an agent greater insight into the customer. Agents who are forced to focus on finding answers and information can get distracted by clicks, keys, and multiple logons. An agent who is distracted by complicated (and unassisted) call processes can cause the agent to miss key cues or comments.
Not only will an agent focus on the customer’s needs with a smart desktop, but an agent will also become more attuned to the customer dialogue, not the next step to take or what to say.
A Smart Contact Center
A contact center powered by smart agents and a smart desktop will be an efficient, productive, and successful contact center. Could you imagine increasing your first contact resolution rate by 25%? How about reducing your average handling time by 10%? What about doubling your conversion rate? Many contact centers have experienced these revolutionary improvements because of a unified agent desktop. Sometimes, the benefit comes down to the numbers.
Running a contact center is a complex matter in the simplest of forms. Don’t add more layers of complexity by clouding the agent experience. A unified agent desktop interface is simpler, and a fraction of the cost of large scale software implementations.
Read our agent desktop case studies to see real-life testimonials on how a smart desktop has improved efficiency metrics (e.g. average handle time, agent training time) and agent effectiveness (e.g. conversion rates, first call resolution). If you’d like to discuss ways to make your agent desktop smarter and more unified, please contact us here.
