Now more than ever, people are the most important asset in the contact centre. Technology has advanced to the point that most simple issues can be resolved digitally, without an employee’s involvement. However, this means that when a customer does need to speak with an agent, issues are highly complex, and customers are often more frustrated than ever.
Download the Aberdeen Group’s report on “Agent Desktop Optimization: Three Strategies to Maximize Agent Productivity and Customer Experience” which highlights the importance of an agent desktop optimisation programme and how this not only empowers a contact centre agent but also the organisation.
To download the Aberdeen Report, click here
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