It jumped out at me as big news: Lack of and/or bad desktop tools took the #1 spot on our challenges list for 2019. That data confirms what we see in countless projects. Without good desktop tools, agents find their own way, and that may not be good! Some use copy and paste, while others… Read More »
Every contact center looks for ways to be more effective and efficient in handling customer contacts. Process improvement is a high impact opportunity. Yet we see few centers focus attention on the agent desktop, a common hindrance to smooth processes and a ripe target to enable dramatic changes. Given the potential payback, agent desktop optimization… Read More »
Most contact center agent desktops are a messy, complicated, confusing morass. Agent heroics may lull management into a false sense that the desktop is manageable. IT won’t come to the rescue given the myriad of other projects on their “to do” list. And, of course, project funding is exceptionally tight. Yet the fact remains: transforming… Read More »