Agent Desktop

Customers and agents, both are digital. Agent desktop remains phone-centric.

Agent desktops are letting down your agents and customers

When customers dial into the call center or send an email or chat or vent on social media or contact through a mobile app, agents need to have all relevant customer information upfront.

To resolve the issue raised, agents need access to the right answer, immediately.

But according to a Gartner research, 84% of contact center agents do not think that their desktop tools help in resolving customer issues.

Every time agents hum and haw, ask customers to repeat information they have already provided at another step, resolve issues partially leaving the way open for another phone call and more frustration, agent experience suffers, taking customer experience down with it.

This is why you need eGain’s digital-first, omnichannel agent desktop, just like Goodyear.