Simplify the call centre agent desktop, improving productivity and customer service

Call center desktops are often crowded with all kind of different applications. Letting the Agent do the integration using ALT-Tab, Cut-Copy-Past and paper and pencil.

Because of the number of applications, the different user interfaces and the complexity of the interfaces agents become system centric in stead of customer centric. Losing time coping data around, making costly mistakes while (re)typing in data from paper or other systems.

Training new callcenter agents in how to use all those different systems and more important how to use them all together in one “integrated“ process is very complex and takes a lot of time.

Business requirements involved are:

• Support up sell and cross sell processes
• Lower customer handling time
• Maximise first call resolution (also called “first time resolution”)
• Make the contactcenter ready to be outsourced
• Uniformize callcenter processes over different agents
• Lower training times
• Lower IT costs
• Be more responsive to business requests/changes
• Manage campaigns
• Get better management information on contactcenter performance
• Lower training costs

Systemation has experience with improving the desktops for callcenter/contact centres to meet the business requirements stated above.

Systemation provides call centers with a solution that

• Gives agents a single application containing functionality and data from many sources
• Provides desktops that are tailored to the user role and the task being performed
• Easily adapts to meet new requirements without complex development projects

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