– Quotes from the Ovum report, Reducing Agent Churn through Unified Desktop Tools
Research analyst firm Ovum recently released a new report that looks at the value of unifed desktop tools, highlighting the fact that if you equip agents to do their job well, they perform at a higher level, are happier, and stay in their jobs longer. The author presents compelling insights into how unified desktop technology can reduce agent churn. Even more interesting is the acknowledgement that unified desktop solutions like Cincom’s Synchrony are maturing and evolving, and have moved well beyond simply bringing all of the applications and resources an agent may need into a single desktop.
Today’s contact center can benefit dramatically from more robust unified desktop technology that includes:
- Intelligent guidance
- Process automation
- Knowledge modeling and decisioning for complex and specialized interactions
- Personalized follow-up and document composition
A complimentary excerpt from the full Ovum report is available from Cincom Synchrony. Click here to download the excerpt: “Reducing Agent Churn throught Unified Desktop Tools.” For access to the full report, contact Ovum: firstname.lastname@example.org.