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eBook: How An Omnichannel Agent Desktop Helps Your Employees Personalize Customer Service

White Paper Published By: Genesys
Genesys
Published:  Jul 27, 2016
Type:  White Paper
Length:  19 pages

According to recent Accenture research, 72% of customers ceased doing business with a company due to a poor experience.

Multiple, disparate systems for voice, mobile, web chat, self-service, social media, CRM, etc., each with their own user interface, makes it difficult for contact center agents to deliver effortless customer service. They have to constantly switch between applications to find account information, access the knowledge base or reach their supervisor, requiring customers to be on hold and increase average handle time.  

Download this eBook to learn:

  • What is an omnichannel agent desktop and how it can help transform customer experience
  • Five capabilities to look for in an omnichannel desktop
  • Success stories of how industry leaders have achieved improvements in agent efficiency, first contact resolution, average handle time and NPS



Tags : 
genesys, omnichannel, contact center, customer experience, metrics, enterprise applications