Trends Report

How To Build A Modern Agent Desktop And Transform Customer Service Experiences

The Five Critical Elements For The Agent Desktop Of The Future

January 28th, 2019
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributors:
Daniel Hong , Sarah Dawson , Peter Harrison

Summary

Happier customer service agents mean happier customers and shareholders. Positive agent experiences also lead to better job performance, productivity, and retention — one of the costlier factors in managing customer service operations. Yet, as the nature of customer service work changes, agents must solve more complex issues. This report highlights the five key functions that the modern agent desktop will contain to enable customer service leaders and agents to deliver exceptional service.

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