Agent Desktop
Customer Service Operations and the Agent Desktop
Customer service agents are being tasked with doing more than ever before, from basic service calls to complex sales transactions, and a chaotic agent desktop only worsens the situation. It is at the level of the agent desktop where the bottleneck can occur between the customer experience and customer satisfaction.
Agents must become experts at the multiple systems and applications found on the agent desktop, and as a result, demand is growing for tools that enable agents to more effectively navigate the agent desktop and perform the various transaction tasks being asked of the agent.
By streamlining the application process and creating a single, intelligent view of the agent desktop, customer service operations can improve the overall efficiency and productivity of their agents.
Solutions Designed Specifically for the Agent Desktop
Jacada® WorkSpace is a agent desktop solution that provides a single point of access to all the mission-critical applications and call center tools required at the agent desktop level to effectively complete a customer interaction. Implementing a unified agent desktop solution enables the agent to access process-specific tools based on the transaction type that's being performed rather than requiring the agent to access and navigate through dozens of disconnected applications.
Jacada WorkSpace is a thin-client solution that is adaptable and can be personalized to match the role of the agent at the agent desktop level. Depending on the role and transaction type, the agent desktop can change dynamically to display different content and tools.
Learn more about agent desktop solutions