What is an Agent Desktop and what does it do?
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 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.
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 NICE. We offer all the features you need in an agent desktop, plus superior performance and reliability as well as ongoing strategic and technical support.
