September 15, 2022

What Is an Agent Desktop and What Does It Do?

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What Is an Agent Desktop and What Does It Do

What is an agent desktop?

An agent desktop is a software application that provides contact center agents with all the information they need to perform their customer-facing job functions. It includes a customer database, product information, and contact management tools. 

A call center desktop also allows agents to access company knowledge bases and support forums. Agent desktops improve customer experiences by providing agents with the information they need to resolve customer issues quickly and efficiently.

What does an agent desktop do?

An agent desktop provides contact center agents with all the information they need to do their jobs. This includes a customer database, product information, and contact management tools. The modern call center operates across channels. An agent’s desktop needs to be designed in a way that communicates all the necessary information and conversation history of a particular customer in an easy-to-understand and thorough way.

Dashboards should be clear, intuitive, and visually appealing in their presentation. A visual system should include: 

  • Customer interaction history
  • Current issue
  • What customer has attempted to do
  • Preferences

Benefits of an agent desktop

An agent desktop can be a web-based application or a desktop application

An agent platform can be a web-based application or a desktop application. Web-based agent portal are accessed through a web browser, while desktops are installed on agent computers. Either way, there are a myriad of benefits to implementing a comprehensive cloud based desktop. 

Improved efficiency and agent productivity

First contact resolution (FCR) is a measure of how often a contact center agent is able to resolve a customer issue on the first call. When agent portals are well-designed and informative, FCR rates increase.

Compliance and security

A desktop can help your contact center meet industry compliance standards, such as PCI DSS and HIPAA. Agent desktops are equipped with security features, such as data encryption, to protect sensitive customer information.

Top agent desktop features

Customer database

A customer database is a necessary component of an agent desktop. It stores customer information like contact information, order history, and account details. A good customer database is easy to search and provides agents with the information they need to resolve customer issues quickly.

Product information

Product information is another key component of a contact center desktop. It should include product descriptions, pricing information, and technical specifications. This information will help agents sell products and services to customers and answer customer questions about products and services.

Contact management tools

Contact management tools help agents keep track of customer interactions. These tools include a call log, email client, and chat client. Contact management tools help agents follow up with customers and provide managers with visibility into agent performance.

Company knowledge base

A company knowledge base is a valuable resource for agents. It typically includes information about products, services, and company policies. A knowledge base should be easy to search and provide accurate and up-to-date information.

an agent desktop typically includes information about products, services, and company policies

Support forums

Support forums provide a place for agents to ask questions and get help from other agents. They’re also used to share best practices and tips. Agent desktops should provide access to support forums so that agents can get the help they need to resolve customer issues.

Performance monitoring and reporting tools

Performance monitoring and reporting tools help contact center managers monitor agent performance. These tools provide agent activity reports, call logs, and customer satisfaction surveys. Performance monitoring and reporting tools assist managers in identifying areas for improvement and make changes to improve the overall efficiency of the contact center.

The takeaway

Agent desktops are an essential part of any contact center. They help improve customer experiences by providing agents with the data and context they need to resolve customer issues quickly and efficiently. If you’re looking for a high-quality desktop, look no further than LiveVox. We offer all the features you need in an agent desktop, plus superior performance and reliability as well as ongoing strategic and technical support.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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