Looking to stay in the market? Deliver customer service which a customer never forgets! With everything just a click away and people having an endless pool to choose from, amp up your business and empower your agents with the right tools and exceptional features.
Excellent customer service goes a long way to building brand loyalty with your customers. Therefore, focusing on CX and your agents is crucial. And now, as digital transformation is on the boom, a customer can reach out to you through a multitude of communication channels.
Therefore, in this omnichannel era, a unified agent desktop is crucial in redefining CX and streamlining the agent’s workload.
What is a Unified Agent Desktop?
A unified agent desktop is a tool to help agents get a single-pane 360-degree view of all the information an agent needs. It could be customized as per business or agent needs.
A unified agent desktop is an agent’s best friend when dealing with customers. With one screen, one interface, and the information that your agents need the most, it helps agents lead a more empathetic and contextual conversation with the customers and improves overall CX.
6 Reasons Why You Need a Unified Agent Desktop
With your agents being the brand value for your business, contact centers are required to deliver exceptional customer service and experience. A unified agent desktop is a solution that provides a streamlined and optimized experience for agents with all the necessary tools and features for effective, easy, and quick communications.
1. Effective Communication
Being an agent is a high-pressure and demanding task. It requires quick actions and decision-making while dealing with a high-pressure situation.
Hence, to make this task a little easier a unified agent desktop offers a 360-degree view of customer information over a single screen, thus saving agents from the redundant task of screen toggling, tab switching, repetitive questions from a customer, and refilling the necessary forms or fields.
2. Omni-channel Support
A customer is a king, hence it needs to be treated like one! This is why they can reach out to your business from their desired communication channel.
Now to please your customers across channels, your agent needs to access multiple communication channels at once which seems like a tedious task.
Gift your agent a solution that enables them to cater to multiple communication channels on a single screen without having the hustle to go through different channels or screens.
3. Improved Workflow Efficiency
Consider an example of a customer query that requires a ticket creation and escalation process at a higher level. Ordinarily, an agent would have to manually raise a ticket highlighting the issue and then add a wrap-up note on the call after hanging up.
This would increase their average handling time, and waste a lot of agent’s manual efforts. But with a unified agent desktop, replace manual-driven actions with smart integrated workflows that enable agents to create tickets, call dispositions, or wrap up automatically for improved productivity.
4. Easy Management
A cluttered screen is the biggest hamper in maintaining your productivity. Get a clean swipe on your screen using a unified agent desktop.
Customize the template according to your business needs and improve your call volume management. Remove unnecessary information from your screen and optimize the screen accordingly to provide a seamless customer experience.
5. Improved Contact Center Stats
A higher CSAT score is a badge that every business longs for. Hence, to improve your contact center scores agents need empowerment.
A unified agent desktop with multiple features allows agents to seamlessly run through customer’s relevant information and resolve queries quickly leading to increased agent efficiency. This pace of solutions to customers helps in overall contact center stats improvement.
6. Easy Integration with CRM
A unified agent desktop provides a hassle-free and seamless experience of integration with a business CRM, order management platforms, and social media channels, all of which provide insights and customer data to the agents.
By connecting with these systems, the agent desktop can gather real-time data from multiple sources and enables agents to update and modify customer details instantly, ensuring all platforms remain current and accurate.
This capability is particularly critical in fast-paced customer service environments, where having timely, precise information can significantly impact the quality of service provided.
Agent Accelerator – A perfect solution for your contact centers!
Agent Accelerator is an interactive agent desktop that gives your agents a unified view of all the customer details right on their screen even before the call is answered.
It comes with exceptional integration capabilities that enable integration of numerous backend systems and other third-party applications for single-screen view. It enables agents to proactively resolve queries, rather than figuring out the caller’s identity and the call’s context.
With all relevant information at the fingertips, the agents resolve queries faster, which further enhances Customer Satisfaction, reduces Average Handling Time, and improves Net Promoter Score.
Wrapping Up
As we wrap up, it is quite evident that the need for a unified agent desktop is crucial for any contact center. It helps agents elevate an average customer experience to an exceptional customer experience by providing them with the necessary information about the caller.
Now, since the world has been taken over by digital channels, the scope of communication has widened. Hence, a unified agent desktop rescues agents by integrating multiple systems into a single interface, helping agents to quickly access real-time customer data, and minimizing the manual effort, and need for screen toggle and tab switching.
This feature not only improves workflow efficiency but also allows agents to offer faster, more tailored, and empathetic customer service, leading to better customer satisfaction and loyalty and hence boosting CSAT Scores.
In the end, tools like Agent Accelerator further give a personalized experience to your agents. It also offers a 360-degree view of customer information over a single screen leading to enhanced agent productivity, streamlined customer interactions, reduced Average Handling Time, and higher Net Promoter Scores.
As businesses continue to evolve, investing in a Unified Agent Desktop is essential to delivering exceptional customer experiences and staying competitive in the market.
