Ventana Research has released its
latest Benchmark Research, The Unified Agent Desktop and the Customer
Experience. The research shows that the primary channel for customer service
remains interaction with agents in contact centers. Currently, fewer than half
(47%) of participating organizations said that their customers are satisfied
with their customer service or how their contact centers handle interactions.
This has led nearly three-quarters (74%) of participants to say that improving
customer service is very important while just over one-half(53%) feel that improving
contact center performance is equally as important.
The real challenge lies in providing
every agent with a unified view of customer data. If an agent has to scour
multiple sources of data to resolve conflicts or provide service, they risk the
loss of the customer’s confidence, or worse the loss of the customer
altogether. As technologies continue to advance, the need to implement a
unified desktop becomes increasingly more important. Participants hoping to
improve response time while enabling customers to communicate through more
channels will need to better align their planned technology investments with
these goals. Based on the research a unified desktop is currently used in just
28% of participant’s contact centers. While 23% plan to implement within the
next 12 months, another 23% have no intention of investing in a unified agent
desktop.
More information on customer service and support agents can be found at www.SupportIndustry.com
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