Agent Desktop Optimization: Three Strategies to Maximize Agent Productivity and Customer Experience
Now more than ever, people are the most important asset in the contact center. 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, this is because the issue is highly complex, and the customer is often more frustrated than ever.
A recent report by the Aberdeen Group, Agent Desktop Optimization: Three Strategies to Maximize Agent Productivity and Customer Experience, reveals that customer retention rates improved by 44% and positive word of mouth increased by 70% more year on year for organizations that adopted a formal agent desktop optimization program.
Download a complimentary copy of this report and understand why this program not only improves the agent experience but also the customer experience.