As simple customer transactions shift channels to self-service your contact centre “conversations” – phone calls, emails, text messages…. – become more complex with an ever-increasing proliferation of systems used by the agents to complete the activity.
But little thought is given to properly reviewing the call centre agents’ need and this lack of insight leads to extended handling time, reduced first contact resolution rates and increased costs . We see it every day – technology silos forcing users to flick between mainframe screens, cut and paste from one database to another, update ad-hoc spreadsheets, scribble down information and stick notes to the computer screen.
rostrvm DeskTop optimisation cleans up the messy desktops and awkward IT systems that slow your people and your business down. You can see how desktop opimisation can reduce your costs in 2014 here.