Empowering your agents to deliver outstanding customer service is crucial within the contact centre. Presenting a single view of your customer via a Unified Agent Desktop (UAD) is a step towards this, driving a better customer response and overall engagement experience.
Choosing a leading and effective UAD can result in reducing agent Average Handling Time (AHT) by over 30%. The following 'must have' areas should be considered before choosing the best solution for you.
1. Data integration
Comprehensive data integration functionality, from multiple systems, is fundamental. The UAD should read from, and write to, existing legacy systems in real time. Integration should be seamless, without customisation or changes to existing systems, and support multiple methods of data communication such as web services and http requests. With effective data integration, agents have access to all customer-related information instantly allowing the sharing of business critical information across the organisation and enabling agents to deliver a more informed and responsive customer experience.
2. Process management
Every contact centre has a different approach to the delivery of services to its customers. The challenge for a successful UAD solution is to capture and model the related processes delivering them via the agent to the customer. The UAD solution environment should build these processes in a rapid, agile and codeless way without relying on IT resource.
A powerful rules engine is key. The UAD should prompt the agent according to the business and customer requirements, ensuring the right questions are asked at the right time and streamlining the whole engagement experience for both agent and customer. The UAD should maximise the valuable customer engagement time rather than restrict or compromise.
3. Innovative user interface
Arguably the most important feature for a UAD is how information is displayed to the agent. The most effective UADs will have a dynamic user-interface incorporating roles-based functionality. As well as agent desktops, the solution will be able to be deployed to mobile and tablet devices via browsers, extending the reach of the contact centre to remote workers.
Ideally all these features should be delivered without additional coding, and as part of the same comprehensive solution.
To find out more about how you can reduce your AHT check out our infographic which includes four handy top tips!