A new eBook developed by the call centre and customer service technology provider, Genesys, details the constant challenge recognised by call centre agents to deliver ‘effortless’ customer service with the inclusion of multiple systems for voice, web chat, mobile, social media, self-service and CRM; meanwhile drawing on the recent research from Accenture which found that 72 per cent of customers terminated their dealings with a company due to a poor experience.

The ‘How An Omnichannel Agent Desktop Helps Your Employees Personalize Customer Service‘ guide promises to teach all readers: What is an omnichannel agent desktop and how it can help transform customer experience; the five capabilities to look for in an omnichannel desktop; as well as sharing success stories of how industry leaders have achieved improvements in agent efficiency, first contact resolution, average handle time and net promoter score (NPS).
Download the eBook here