subject: How Can Unified Desktops Help A Call Center Outsourcing Company? [print this page] Desktop set-ups are one of the core factors in deciding the overall productivity and performance of agents. A proper setup can greatly reduce the overall time taken by agents in completing their tasks. A unified desktop comprises of all the technologies that are required by an agent for doing his task. Unified desktop system set-up is the demand of the hour and the management should take it seriously.
Here are some of the ways in which such systems could help a call center outsourcing company.
The Requirement for Multiple Screens: Most of the agents in a contact center are required to use multiple applications for their tasks. A large portion of these agents has to use 3 or more applications for their daily tasks. Managing so many applications at the same time and delivering solutions to customers according to their requirements is a tough job. Todays CRMs are very effective in solving this problem of multiple screen requirements by providing agents with all the information at the right time. The unified desktop interface allows them to enhance their productivity.
Support for Changing Requirements: Developing and implementing a unified desktop interface is not an easy task and this is one of the main reasons why most of the organizations dont have them. It takes a lot of time and effort to develop these systems and business requirements change very rapidly now. However, those who intend to implement these systems tend to divide the whole process into various milestones. During the course of development, the new requirements are also integrated in the system to make it effective and suitable for the existing requirements of the company. A phone answering call center may have to change its requirements due to client needs and this should be implemented in the desktop interface also.
Automating All the Processes: Unified desktop solutions should also be used for unifying all the data sources in an organization and presenting the most relevant and useful information to the agents. By automating these things you can greatly enhance the productivity of your agents. Without connecting your back office information to the front desk agents, you cant expect proper solutions from them. This allows the whole organization to become a well connected network of experts. Further, the system predicts the next course of action that an incoming call may take and provides agents with the most relevant information required for it.
Implementing this technology might be a little tough for the organizations but it will definitely pay out in the end. Apart from Phone Answering Call Center service providers, other vendors such as Telemarketing Call Center vendors can also use this technology for achieving great results.
by: Austy
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