Contact Centers
Improve handling times and customer satisfaction with
smart workspaces for any process
The Challenge
Understanding the customer intent, locating the relevant data (e.g. product, customer, history etc) and executing transactions is complex and time-intensive.
Even after IT have spent $millions on ‘integration’ solutions in the data-centre, the agent desktop often remains untouched and unloved. Robotic solutions are great for those processes that are repeatable and where the applications are well-governed. What about those situations where the human touch is either required or preferred?
Handling time
In a multi-application environment, locating the correct application, searching, navigating, copying/pasting and repeatedly requesting the same customer information, causes lengthy handling times and increases customer frustration.
Errors
In a multi-application environment, it is difficult to signpost the required transitions between applications. Agents also need to synchronise views of data between each application. This results in operator confusion, re-key errors and ultimately operational, financial or reputational damage.
Managing multiple tasks
Front and back-office staff often need to deal with interruptions to call flow. This could be because the customer has changed course or because input has been received from another source/channel. Juggling multiple applications between multiple tasks, often with multiple physical screens helps to increase stress and reduce the quality of outcomes.
The Solution
Agents are expensive resources that need to be supported and properly managed. Using them to integrate applications is distracting, costly and error prone. A new approach is required – and one that addresses the needs of the agent desktop.
Workspaces not applications!
Glue42 enables an Agent (or IT team) to configure workspaces in which appear just those applications needed for a specific process. Security permitting, these workspaces will share application data and manage screen real-estate to eliminate the manual tasks described above. What used to look like a crowded desktop with seemingly hundreds of windows is now properly managed, controlled and easy to use.
Why Glue42
Efficient
Handling times are reduced through simpler navigational paths, cross-application search/notification functions and guided user processes
Automated
Critical business data is syncronised between applications, eliminating the need for copy/paste and removing the opportunity for transcription errors
Responsive
Users are better able to assist customers, resulting in improved business outcomes and reduced staff churn
Scalable
Glue42 is live within some of the most demanding contact center environments – with 10’s of thousands of seats deployed globally
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