Reducing agent churn through unified desktop tools

Date: August 23, 2010
Pages: 11
US$ 895.00
Publisher: Ovum
Report type: Strategic Report
Delivery: E-mail Delivery (PDF)

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Reducing agent churn through unified desktop tools
Contact center technology vendors provide unified agent desktop tools to assist agents with navigating through numerous applications by combining information onto one view. Agents benefit from these solutions; they gain a simpler interface and improved knowledge, and can provide better customer service. The market is still emerging and enterprises are reluctant to invest in unified agent desktop tools that require expensive professional services engagements and lengthy deployments. However, vendors are working to change this perception by reducing the services needed to deploy the tools and providing additional capabilities, including process monitoring and intelligent guidance for agents. As a result, enterprises’ interest in the solutions has perked up and vendors can now point to a number of successful deployments. Ovum believes that, if vendors can further educate enterprises about the benefits of their unified agent desktop solutions, the market will grow steadily.

Executive summary
In a nutshell
Ovum view
Vendors are enhancing unified desktop solutions with analytics and realtime guidance
Unified agent desktop solutions are developing around processes
Enterprises have been hesitant to adopt unified agent desktop solutions
Understanding the vendor landscape is a challenge in itself
Desktop tools help to improve agent satisfaction and reduce churn
Contact centers may overlook agent difficulties with navigating applications
Agents are empowered with targeted knowledge, improving satisfaction
Customer satisfaction also improves when agents have better tools
Agents may resist learning new applications
Case study: healthcare service provider
Contact centers should improve the agent work environment
Vendors need to work together to address enterprise confusion


Figure 1: Scatter plot depicting tasks carried out by an agent to complete a customer inquiry
Figure 2: Unified desktop solutions are evolving, allowing enterprises to monitor agent behavior and provide intelligent guidance
Figure 3: Example of how a unified desktop solution creates a simplified view of information
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