Under the hood of agents’ desktops: What sets them apart?
There's a direct link between agent desktop optimization and customer loyalty. But when choosing a unified desktop solution, take a careful look under the hood. Details make all the difference.
Greater productivity and loyalty
When Aberdeen Group investigated how companies were trying to manage complex customer interactions, it discovered a huge push towards desktop optimization.*
Organizations were experiencing improved agent productivity and greater customer satisfaction. In fact, researchers found that desktop optimization programs were improving customer retention rates by an astonishing 44%, year on year.
However, it's clear that not all unified agent desktops are the same. As discussed in a recent blog, there are seven differences to watch for — key features that divide the leaders from the lemons.
But it goes deeper. The underlying technology behind the desktops you're offered will either open the doors to new possibilities or slam them shut in your face.
Five tricky tech questions to ask vendors
In essence, companies need agent desktops that can adapt easily and keep pace with market changes, tech developments and fast-moving customer preferences. if you put these five core technical questions to vendors, you'll get a clearer idea of the best path to take.
Q1: How is the desktop deployed?
The ideal response is: "Quickly and any way you want ... either on site, in a data center or via the cloud". In fact, a 12,000-seat installation within two months should be achievable.
Choosing a solution that's designed for cloud based architectures but also supports local Intranet deployments is ideal. But it's better still if the desktop is also a zero-client desktop, 100% browser based, with no software to install at the agent seat. This could mean time savings of 50-70% over a thick client. Roll-outs can be phased to fit with your objectives. And every agent has the latest version as soon as they log on.
Q2: Does the desktop integrate easily?
As we explored in another blog, this area can be minefield. But the best desktops will work across contact center platforms, multiple CRM systems, email, scheduling, analytics, big data and WFM (workforce management) applications, thanks to simple integration.
Once connected to any process, they'll present actionable data on the desktop for agents to use, delivering true omni-channel customer engagement. Easy integration will mean you're up and running faster but you can still change other systems, as the business dictates. So it's no big problem either if you merge with another company down the line.
Q3: Will the desktop fit the shape of my business?
The best solutions can be multi-tenanted creating a single platform across multiple businesses or business units. Maybe your contact center handles multiple products and brands? If so, you can adapt the desktop with a customer-specific look and feel for each one.
But even if you only have one brand, a multi-tenanted desktop allows you to have blended agents and back-office staff. Individual groups can be set up for different appearances or tools, based on their inbound and outbound tasks. Departmental costs can be apportioned accurately.
Don't forget wider business transformation though. If the desktop enhances performance within your contact center, then why not make it the standard interface across the whole of your enterprise? You can enjoy significant cost benefits.
Q4: Is it easy to add new functionality?
If you want to be agile and cost-effective, then look for a desktop that uses web-based HTML 5 so it's easily to configure and wholesale changes can be made within hours not weeks. You can use your web developers, rather than the vendor's professional services team.
A web-based architecture is also infinitely scalable with a smaller server footprint than traditional desktop solutions, so the solution can flex with your business needs.
Q5: Will it reduce my costs?
If you pick a desktop with a proven track record for being robust and requiring virtually zero support - such as Coral from Eckoh - then you’ll be off to a great start.
That’s because there are many ways that you will save:
The desktop solution from Coral is multi-tenanted which means you can spread the cost across whichever departments use it. What’s more the flexible licensing model makes this easy to scale up, or down, to suit your business needs.
Your in-house web team can more efficiently and cost effectively manage the solution, freeing you from more expensive manufacturer support fees. The highly efficient web servers mean there are lower infrastructure costs and no desktop hardware or software to worry about.
As the solution is a simple, presentation layer that brings disparate systems together it is more intuitive and so, far easier for agents to become proficient. That means it takes them less time to become productive and ongoing training is also easier, so productivity gains are ongoing.
Choosing the right unified desktop doesn't need to be a compromise. It's possible to have your cake and eat it ticking all the right technology boxes, so you can deliver amazing customer experiences, time and again. Read the free eGuide on unified agent desktops to discover more.
If you'd like to know more about Coral Agent Desktop from Eckoh why not give us a call on 866 258 9297? Or, drop me a line at tellmemoreUS@eckoh.com and we'll call you back.
*Aberdeen Group: Agent Desktop Optimization
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