 | Providing key stakeholders (i.e. agents) with insights needed to support and engage customers is critical to deliver a positive customer experience with existing resources. However, Aberdeen's research shows that an average contact center agent spends 26% of their time looking for information across numerous screens. Agent desktop optimization initiatives help contact centers address this challenge by empowering agents with timely and relevant information needed to improve their productivity and maximize business results, including customer satisfaction and cross/up-sell revenue. This Aberdeen Analyst Insight reveals business processes and technologies that top performing businesses use to streamline processes used to provide agents with critical information they need to serve customers. Request Free! |
