Customer service organizations are recognizing that being able to deliver a high-quality customer experience through a reduction in desktop complexity is of major strategic value to the organization. Revenue generation and customer loyalty/retention are key objectives of a solution that addresses the issue of desktop complexity. Accomplishment of these objectives requires an enriched, personalized, and consistent customer experience across all business channels with a desire to end desktop complexity. Many organizations discover, however, that their representatives are severely limited because systems are difficult to use and are not integrated.
By streamlining the application process and creating a single, intelligent view of the call center desktop, call centers can dramatically improve the overall efficiency and productivity of their CSRs and better manage their operational costs, effectively ending desktop complexity in their contact centers.
Solutions to Reduce Desktop Complexity
Jacada® WorkSpace reduces desktop complexity by providing a single point of access to all the mission-critical applications and tools required at the call center desktop level to effectively complete a customer interaction.
By diminishing desktop complexity, the CSR can access process-specific tools based on the transaction type that's being performed rather than requiring the CSR to log on to and navigate through a myriad of disparate applications.
Jacada WorkSpace is a thin-client call center solution that is adaptable and can be personalized to match the role of the CSR at the call center desktop level. Putting an end to desktop complexity improves the satisfaction of the CSR. Depending on the role and transaction type, Jacada WorkSpace allows the call center desktop to display the specific content and tools needed.