The Business Value of a Smart Agent Desktop
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Transcript of The Business Value of a Smart Agent Desktop
© U p s t r e a m W o r k s S o f t w a r e
Research done by Ovum & Ventana Research
The Business Value of a Smart Agent Desktop
© U p s t r e a m W o r k s S o f t w a r e
Evolution of Customer Service
Technology has enabled customers to contact organizations via web and mobile channels, pushing customer’s initially towards self-service.
Many customer contacts still require an agent for resolution.
Agents need to be equipped to resolve customer issues, no matter where the interaction starts.
Source: Ovum
© U p s t r e a m W o r k s S o f t w a r e
Customer Channels Supported by Companies
Source: Ventana
© U p s t r e a m W o r k s S o f t w a r e
» Agents dealing with new world complexities
» New channels
» Multiple systems
» Disparate systems
» Customer experience not equal to Agent experience
The Complexity of Agent Work
Source: Ovum
© U p s t r e a m W o r k s S o f t w a r e
Upstream Works simplifies the agent interaction process across all contact channels
UWFOmnichannelCRM Email Voice Chat SMS
© U p s t r e a m W o r k s S o f t w a r e
Benefits of a Smart Desktop Solution
Source: Ovum, Ventana
Benefit Contact center impact
Average handle time • Agents find information faster, provide more accurate answers
• Average call length reduced• Higher agent productivity and improved first
call resolution rates
Agent training time • Intuitive desktop solution allows for faster training for new agents
• New hires have one simplified desktop to become familiar with, reducing the number of logins agents need
Customer satisfaction • With a better understanding of each caller, agents can offer more personalized service
• Customers spend less time on hold or speaking with uninformed agents
• Reduced customer effort overall
Morale and staff retention • Agents can do more complex tasks without added burden
• Improved accuracy leads to higher morale, leading to lower turnover
© U p s t r e a m W o r k s S o f t w a r e
» Integration capabilities
» Application connections
» Easy to use
» Interaction tracking across multiple channels
» Context sensitivity
What to Consider in a Smart Agent Desktop
© U p s t r e a m W o r k s S o f t w a r e
» Smart Agent Desktop Improves Customer InteractionsResearch into next-generation customer engagement concludes that companies may be working at cross-purposes as they try to meet customer expectations while striving to improve the efficiency for handling interactions. Research done by Ventana Research.
Click here to read white paper
» The Business Value of a Smart Agent DesktopWhen you give an agent a cleaner view into their workspace, you improve their day-to-day engagement and foster smoother customer interactions. A Smart Agent Desktop is a tool that provides agents with a unified user experience that links all of the data streams and systems the rep encounters into one seamless experience. Research done by Ovum.
» Click here to read white paper
Sources: