Today’s customers are information savvy, educated and have high expectations. They value customer experience and the opinions of peers over price and functionality. As a result, customers are more likely to defect if they have a negative experience. This customer empowerment is driving the traditional call center to become a customer experience hub; customers need consistent information across channels and agents need training and guidance in order to answer customer queries effectively. In addition, a proliferation of social and mobile interactions raises the complexity of engaging and managing interactions with customers and prospects. The ability for customers to communicate through multiple channels has increased the number of interactions, creating pressure on contact centers to respond quickly and provide accurate information.
As the epicenter of customer engagement and the experiences that result, the agent desktop must evolve to meet changing customer demands and new contact center challenges. Agents require next-generation desktop solutions built to handle multi-channel customer interactions. Contact centers need to implement customizable, agile agent desktop solutions that evolve with changing business requirements. To adapt quickly to new social trends or customer behavior, next-generation contact centers should adopt agent desktop solutions that support rapid upgrades and include new tools and features, such as social media response capabilities and centralized knowledge management.
In this brand-new white paper, Ovum—in sponsorship with RightNow Technologies—discusses the business drivers and benefits of migrating to the next generation agent desktop. Download this paper and stay one step ahead of the competition!