{"id":118273,"date":"2017-09-28T00:00:00","date_gmt":"2017-09-28T07:00:00","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=118273"},"modified":"2021-03-02T19:50:15","modified_gmt":"2021-03-03T03:50:15","slug":"increase-contact-centre-fitness-omnichannel-desktop","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/increase-contact-centre-fitness-omnichannel-desktop","title":{"rendered":"Increase Your Contact Centre Fitness with an Omnichannel Desktop"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]Getting fit has never been so fun, especially on two wheels with the wind at your back. As more and more health conscious Londoners pick up their Boris Bikes on route to work, so the churn of cycling events like the London to Brighton Off-Road Bike Ride<\/a> grow in popularity. To really pick up your speed and be part of the competition, it takes dedication, training and tools. The same can be said at work. Getting your contact centre into shape takes hard work, but the rewards are always worth it.<\/p>\n

Let\u2019s look more closely at the importance of tools when training for an event. Those initial bike rides will improve my focus and lift my mood, even when I get the occasional blown tire or broken\u00a0chain. That\u2019s because all my tools \u2014spare tubes and patch kit\u2014 are easily accessed\u00a0under my seat. So, when I encounter trouble\u00a0on the road, it\u2019s resolved quickly.<\/p>\n

It would be a different story if the tools weren\u2019t right within my reach. Think of how much easier any job becomes when everything you need is at your fingertips. When\u00a0your contact centre agents don\u2019t have all the necessary tools<\/a> at their disposal, they\u2019re acutely aware of the gaps in their toolkit.<\/p>\n

Customers Know When They Get Taken for a Ride<\/strong><\/p>\n

Customers expect timely, relevant, and personalised services. And they won\u2019t hesitate to abandon your brand for one that delivers on that promise. According to MarketingCharts, not only do 72% of customers switch to a competitor due to poor experience, it\u2019s their main reason for switching.<\/p>\n

Put yourself in your customers\u2019 shoes<\/a>. It\u2019s pretty clear why they\u2019re voting with their wallets and their feet. Over time, customers interact with your company multiple times, in multiple ways. They\u2019re in touch by phone call, chat, email, mobile app, and social channels. If your agents don\u2019t have the context from past interactions, or if they\u2019re forced to switch between multiple systems to get it, the customer\u2019s journey turns into a series of disjointed experiences. This leads to frustration \u2013 for customers and agents.<\/p>\n

Is a Breakdown Waiting to Happen?<\/strong><\/p>\n

According to a\u00a0DestinationCRM article on unified desktops, Ventana Research reports that 44% of contact centre agents need to access three or more applications to resolve a single customer issue. Adding more customer issues could increase the applications they need\u00a0to 20. Numbers like these reinforce the idea that an omnichannel desktop is no longer an option, but a requirement.<\/p>\n

The problem is, contact centres want their agents to act as human supercomputers<\/a>. Agents are expected to understand everything, navigate multiple systems and join all processes together.\u00a0The same\u00a0DestinationCRM article cites Aberdeen Group research,\u00a0indicating only a third of companies have integrated their customer service applications with other business applications and processes.<\/p>\n

Expecting a human to act like a computer is unrealistic. You end up with silos of information that are\u00a0difficult or impossible to share and distribute. Here\u2019s your challenge: instead of relying on a human supercomputer, why not empower those super people who manage\u00a0your support channels with the tools to do the job right?<\/p>\n

An Omnichannel Desktop Eliminates Obstacles<\/strong><\/p>\n

Awkward support experiences are eliminated\u00a0when your agents have\u00a0a single managed desktop to\u00a0use to offer your customers a better, more integrated, holistic and timely experience<\/a>. With this single desktop workspace, agents can\u00a0see an entire customer journey, manage all interactions from any channel and collaborate with others to address any outstanding issues.<\/p>\n

But before you pour money and manpower into any old omnichannel desktop solution<\/a>, be sure to choose one that is robust enough in these three areas.<\/p>\n

Orchestrate interactions between agents and customers, and enable collaboration between internal experts:<\/strong><\/p>\n

1) Choose a technology that\u2019s intelligent enough to match customer attributes and employee skills smoothly.
\n2) Give agents the ability\u00a0to manage all interactions and work items from a single desktop application.
\n3) Leverage enterprise-wide knowledge by selecting an\u00a0overall solution that supports real-time collaboration across the organisation.<\/p>\n

Provide agents with enough context and knowledge to manage each customer interaction:<\/strong><\/p>\n

1) Give your agents a holistic view of customer context and history so that they \u201csee\u201d the entire journey.
\n2) Provide\u00a0seamless access to your knowledge base so your agents\u00a0can offer standard responses.
\n3) Empower\u00a0your agents with solutions<\/a> that support their\u00a0conversations through dynamic scripting.<\/p>\n

Automate your CRM workflow and simplify your agent desktop strategy:
\n<\/strong>
\n1) Automate customer identification and verification to get the speed that\u2019s critical.
\n2) Help drive faster resolution times with solutions that\u00a0accelerate business process execution.
\n3) Keep things running smoothly with a solution that simplifies development, delivery and maintenance.<\/p>\n

Get up to Speed by Watching\u00a0Our Omnichannel Desktop Video<\/strong><\/p>\n

It\u2019s\u00a0a lot to think about. It\u2019s almost like choosing the right bike for the right terrain and application. You want something comfortable for long distance riding,\u00a0something that folds for commuting, and\u00a0something sturdy for riding off road.<\/p>\n

To help you make the right choice, watch the Genesys Omnichannel Engagement Centre Solution video demonstration.<\/a>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]Getting fit has never been so fun, especially on two wheels with the wind at your back. As more and more health conscious Londoners pick up their Boris Bikes on route to work, so the churn of cycling events like the London to Brighton Off-Road Bike Ride grow in popularity. To really pick up […]<\/p>\n","protected":false},"author":185,"featured_media":121496,"template":"","tax_priority":[],"tax_blogtype":[17751],"tax_blogcategory":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-118273","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/118273","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/185"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/118273\/revisions"}],"predecessor-version":[{"id":366745,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/118273\/revisions\/366745"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/121496"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=118273"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=118273"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogtype?post=118273"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogcategory?post=118273"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=118273"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=118273"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=118273"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=118273"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=118273"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=118273"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=118273"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=118273"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=118273"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}