The number one differentiating factor for the success of any business is the satisfaction of its customers. What drives this satisfaction is the quality of customer service – measured in terms of accuracy, speed, and personalization. However, a lot of businesses fail to reach this threshold of customer satisfaction and loyalty. The entity responsible for handling interactions between customers and your business is the contact center and they struggle with a lot of challenges.
Some of these include:
- Siloed operations and applications
- Fragmented customer information
- Limited human resources tackling higher call volumes
- Inefficient routing processes, and so on.
The ongoing list of challenges might be worrisome for some businesses such as heavy investments for onboarding innovative technologies and a total overhaul of the operational framework.
But what if you could stay on top of the game and achieve performance efficiency by overcoming a majority or all of the challenges listed above, with just one small solution?
The answer to all these woes lies in a Unified Agent Desktop.
What is an Agent Desktop?
An agent desktop is a software solution that offers customer service representatives a unified screen to deal with all customer interactions without the hassle of toggling between screens. It offers a consolidated view of the customer by fetching details from different channels and sources, displaying them on the agent’s screen as soon as the interaction begins.
Some innovative solutions like the one from NovelVox come empowered with a slew of intuitive features that further make the agent’s job easier.
Features of NovelVox Unified Agent Desktop
Here is a list of features that the NovelVox Unified Agent Desktop offers:
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Single Pane of Glass View
The NovelVox Agent Desktop unifies customer information from multiple fragmented sources like CRM, core business applications, etc to offer a 360-degree view of the customer. This includes details like name, caller history, account information, etc. Displaying all this information on a single screen before the agent saves them the time they would have spent toggling between applications and channels.
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Omnichannel Integration
Customers today are digitally literate and well-equipped with several options to reach out to customers like email, SMS, web chat, social media, etc. To be at par with customers’ expectations of quality customer service, businesses too need to be available on these channels for interaction. NovelVox unified agent desktop makes it easier for agents to address customer queries across several channels with equal proficiency. The agent doesn’t need to switch back and forth between channels and contextually address customer queries.
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Industry-specific Customization
NovelVox offers built-in, ready-to-use, industry-optimized templates. You can choose from a library of 50+ customized templates for your industrial vertical including, healthcare, insurance, credit union, retail, telecom, banking, etc. Go live faster with an appropriate display of information as per your industry and give a boost to agent productivity.
Benefits of NovelVox Agent Desktop
Having seen the benefits of the contact center agent desktop from NovelVox, let’s now understand the benefits that it can accrue to your business:
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Reduce AHT and Optimize FCR
As the customer’s information is displayed on the agent’s screen as soon as the customer calls, the call time is cut short because the agent doesn’t have to hop between tabs to collect customer data. Further, having access to customer’s previous interactions allows interactions to be contextually driven ensuring faster resolutions.
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Cross-sell and Upsell Opportunities
Having access to the customer interaction journey, agents are better equipped with the context to propose items for cross-selling and upselling based on their previous purchases. This empowers agents with intuitive capabilities to understand what the customer wants and what solution would suit them best.
Wrap Up
Allow your business to stay on top of trends and tap into agent efficiency with the right tools at your behest. Meet customers’ dynamic expectations, brush up on agent productivity, and ensure higher ROI with a unified agent desktop solution from NovelVox.
