Customer Service Environments and the Universal Agent
Demand is growing for the universal agent. The modern customer service representative (CSR) is tasked with doing more than ever — from handling basic customer service inquiries to performing complex sales transactions. That means the CSR must understand every application (billing, inventory, CRM system, etc.,) and how each call flows through those applications as well as how to use all of the tools through which they can communicate with the customer (live chat, email, Instant Messaging, phone). As a result, demand is steadily growing for tools that enable agents to effectively execute a myriad of transaction types, which is fueling the need for universal agent capabilities.
Unless you streamline the application processes and combine the applications into one, easy-to-navigate desktop view, the improvements in agent utilization that you gained by implementing the universal agent model will be negated by the inefficiencies that result from process and application overload.
Jacada® WorkSpace is a unified desktop solution for CSRs that enables universal agent capabilities by providing a single point of access to all the mission-critical applications and call center tools required by the agent to effectively complete a customer interaction. Implementing a unified desktop solution with universal agent capabilities enables the agent to access process-specific tools based on the transaction type that’s being performed rather than requiring the agent to access and navigate through dozens of disconnected applications.
Jacada WorkSpace is a thin-client solution, so it’s adaptable and can be personalized to reflect the tastes and, more importantly, the role of the agent. Depending on the role that a universal agent is playing, the desktop dynamically changes to present different content and tools.
Learn More about Jacada Workspace and Universal Agent Capabilities