Do your agents have to hunt around different systems to find relevant customer information and transaction history? Do they need to sign in to multiple systems to piece together the jigsaw? Agents without full visibility of information will struggle to be fully productive.
73% of adults say ‘valuing my time’ is the most important thing in providing customer service. Siloed systems become the number one suspect for dissatisfied customers as agents spend too much time extracting information from multiple, disjointed systems.
Unifying all of these systems into one, single sign-on agent desktop reduces the time taken on each call or interaction. Only one system needs updating with any new information eliminating errors caused by rekeying data.
Having a 360° view of your customers allows your agents to focus on their primary goals – improving customer experience. Average handling time (AHT) reduces and first contact resolution (FCR) will improve.