Often when it comes to agent experience we talk a lot about having a Unified Agent Desktop, but what about your supervisor? For a supervisor to work effectively and efficiently, they also need a unified desktop that is designed as a cockpit, where they have access to actionable intelligence and able to make decisions based […]

1) How do I design my Call Center Wallboard? 2) Which metric should I be using? 3) Are these the right metrics to show off my team performance? 4) Do I need to update and change the way I am measuring performance? 5) Can I motivate my agents with the wallboards?   If you find […]

  It’s a universal truism that, despite the best efforts of an empathetic management, a significant percentage of Agent tasks in a contact center are repetitive, inflexible and can be a little boring. This is partly due to the nature of the work but it’s also an unintended result of the drive to increase efficiency. […]

Banking is one of the foremost industries that needs a contact center for its operations on a daily basis. Poor experience in a contact center can scuttle any initiative for overall customer experience improvements. Nowadays, contact centers have become the preferred channel for customers for many services such as blocking a card, check book request, […]

It’s well known that a high performing Agent Desktop, coupled with high performing Agents, has a positive impact on the customer experience. What is less well known is that the Supervisor Desktop for Cisco Finesse has a key role to play in ensuring that technology and people combine seamlessly to deliver a premium service. Agents, […]

Agents are your contact centre superheroes. They are your champions. They are you brand ambassadors, so it goes without saying, Happy Agent equals Happy Customers. In a recent survey by Cisco, 26% of agent time is spent looking for data across multiple screens. Would this time be better spent engaging with your customer? Thus, businesses […]

Customers see your organization as one entity, with one face and a unique personality. This is your Brand Equity, and it does have a monetary value to it. Apple, one of the most desired brands has a brand equity of over $170Bn in 2017 (Forbes). This colossal value is a combination of Innovation and Service […]

An agent desktop is one of the primary applications used by contact center agents for most of their business processes. In many contact centres, agents directly use the CRM consoles. However, in other cases, agents use specialized applications to execute their business processes. These desktop applications are typically integrated with other backend applications such as […]

The role of Unified Agent Desktop in any contact center is well thrashed and well researched by subject matter experts. Every contact center seems to accept that a unified agent desktop is critical for their performance and metrics. A typical definition of a unified agent desktop is one stop application which is integrated with all […]