Improving Call Center Agent Desktops
for Greater Productivity

Your call center agents interact with a wide array of sophisticated technologies each day, and those technologies are advancing at such a rapid pace that call center environments are nothing like what they were just a few years ago. Thanks to the powerful solutions now available, business can be conducted much faster than ever before and the number of transactions being processed in contact centers continues to climb.

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Call Center: Single UI/Unified Desktop
& Process Automation

But because so many systems are now in use, the agent user environment has grown very complex. It is not uncommon for contact center agent desktops to contain twenty or more distinct applications. Off the shelf, these applications deliver a broad range of functionality and power. What they don't do is conform to the way your agents and business processes work, or work together seamlessly with the other applications in your environment. And each of these applications has a different user interface that agents must master in order to navigate through workflows quickly.

OpenSpan's Desktop Analytics and Desktop Automation software gives you the ability to improve the call center user interface and boost agent performance considerably. With OpenSpan, you have many options for improving the call center agent desktop to create a user environment that supports the way your agents work and give them the power to perform at peak levels. These options require different investment of time and effort to build and deploy, so you must determine what solution is best to help you achieve the level of productivity increases you desire. Some of the options are:

Deploying a Unified Agent Desktop or Composite Application. In complex call center environments where agents must use a wide variety of applications including Windows, Cloud, mainframe and legacy systems, a unified agent desktop is sometimes the right solution. By consolidating data and functionality from multiple standalone systems into a single, easy to navigate composite UI, you can give agents immediate access to all the information and tools they need to perform their jobs. There are considerations you should be aware of before pursuing this option, however. It may be difficult to completely capture all the functionality of the original applications in a single interface, so it may be necessary to give agents "back door" access to the original application interfaces on occasion. And a completely new composite desktop will require some degree of agent retraining and experience before they become fully comfortable with the new desktop.

Adding a Customer 360, Search or Admin Toolbar. By adding a custom toolbar to the call center agent desktop, you can consolidate information or functionality from a few applications and potentially remove them from the desktop entirely to streamline the agent interface. For example, by adding a Customer 360 toolbar to the agent desktop, you can automatically display frequently needed information such as account number and balance from a mainframe application, last order date and status from an order entry system, and information about current promotional offers from a CRM system, without requiring the agent to open or navigate those applications. This saves time and makes agents more productive during customer interactions, directly influencing customer satisfaction.

Automating Steps in Existing Applications. Improving the agent interface does not always require modifying the desktop. Often you can accomplish your performance improvement goals by simply automating manual tasks inside an application (or across multiple applications), and automating navigation during workflows so that agents don't have to manually click through unneeded screens and fields. By enabling agent to move through processes more quickly, you improve customer service and also gain better control over processes, which can minimize errors and improve procedural compliance.

Learn About:

• OpenSpan for Business Process Outsourcers (BPOs)
• OpenSpan for Banking and Financial Services
• OpenSpan for Insurance Customer Service
• OpenSpan for Telecommunications Providers

Recent Webinars Now On-Demand:

• 7 Process Automations to Improve Call Center Agent Productivity
• Create the Universal CSR in the Call/Contact Center
• Lean Six Sigma for Call Center Operations-An Overview
• 4 Reasons You Need User Process Management in the Call Center (and Why Your CEO Will Notice)
• Show Them The Money! Gaining Approval for Your Quality Project