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Responding to customer inquiries, an agent has to be prompt and fast with the right information. Multiple screens to “alt-tab” between — for agents and customers alike, finding the right answer to a service inquiry can be a time-consuming and frustrating experience. It is because agents do not have a simple, easy way to gain access to the information they need to quickly and precisely respond to each customer’s unique question. He would be searching through billing, ordering, inventory, and a score of other applications, piecing together the appropriate information. The result is costly service, inconsistent service, greater customer dissatisfaction, and high training costs.

An Adaptive Agent Desktop dynamically responds to the needs of your agents during each service interaction –bringing all the right information for and about the customer onto the agent desktop. Channel-agnostic and context-driven, the Adaptive Desktop provides access to all of the contextual knowledge, applications, and tools needed to resolve an inquiry. It delivers an interactive experience that leads agents and customers to satisfactory resolution by providing the right blend of process, data, and knowledge at the right moment.

The Adaptive Desktop offers service managers full control over the customer service experience. It changes based on each step in the experience process flow designed for the interaction and on the context of the current inquiry. The agent has a clear view of the customer – including their history, contact information, resources, and relevant applications. Each of these factors can dynamically adjust and change the information that is displayed to the agent, whether it is transactional information about purchases, customer profile data, product details, company policies, scripts, or the agent’s to-do list.
Get access to the tools needed for each step and automatically create a baseline Adaptive Desktop to conform to each step in the experience flow.

An Agent Desktop should have ideally the following features:

• Competent Knowledge Management Model –That can be used and reused as per the question, problems, cases etc
• Build a Single Contact center Dashboard
• Integrate Phone applications with CRM applications to make navigation to the right information faster.
• Automating compliance-related agent workflows – You can improve agent productivity, improve observance of key compliance processes and simultaneously improve the ability to track and report on compliance performance.
• More Processes to Self Service – Web and IVR-related self service now account for nearly one third of all inbound transactions.
• Multiple Accessibility – The agent’s work Inbox can be configured for different agents, populations, and abilities

With the customer experience continuing to be a driving force in most contact centers, it’s critical to simplify the contact center environment and making agent desktops more dynamic and adaptive,  so that agents can become much more effective.