Independent Contact Center Consultants: Bridging Strategy, Technology and Operations Since 2004

Posts Categorized: Consolidated Desktop

It’s Time to Optimize those Ugly Agent Desktops!

Every contact center looks for ways to be more effective and efficient in handling customer contacts. Process improvement is a high impact opportunity. Yet we see few centers focus attention on the agent desktop, a common hindrance to smooth processes and a ripe target to enable dramatic changes. Given the potential payback, agent desktop optimization… Read More »

Improve Efficiency and Service with Desktop Optimization

Most contact center agent desktops are a messy, complicated, confusing morass. Agent heroics may lull management into a false sense that the desktop is manageable. IT won’t come to the rescue given the myriad of other projects on their “to do” list. And, of course, project funding is exceptionally tight. Yet the fact remains: transforming… Read More »