The modern contact center agent is tasked with ever-expanding responsibilities that can range from handling basic customer inquiries to performing complex sales transactions. To ensure customer satisfaction and loyalty, agents must consistently deliver efficient, real-time service and provide an overall positive contact center experience. In effect, the contact center has become the nervous system that connects the customer to the enterprise.
However, while disciplines such as marketing, sales, pricing, and logistics have matured, contact center capabilities have failed to keep pace, as evidenced by the customer-satisfaction surveys most organizations conduct on a regular basis. As a result, demand is steadily growing for tools that help agents execute increasingly complex jobs.
This white paper addresses the challenges of contact centers in mainframe-intensive environments and the benefits of a unified desktop interface. It uses real-world contact center examples to illustrate problems and solutions.
Select the PDF link above to read the full paper.