The CX and customer relationship management (CRM) industries have been discussing the concept of a “single pane of glass” for years, if not decades. Yet, many companies still require their agents, supervisors and subject matter experts to Single Desktop operate across separate, disconnected applications to communicate with customers and complete tasks to resolve their issues. This introduces costly human middleware to your CX processes.
While humans are still a crucial component
To providing empathetic customer service, they simply cannot do their jobs effectively while also bridging the gap between data, channels and phone number list workflows. This can negatively impact every contact center KPI — from average handle time to customer satisfaction scores to agent retention (more on this later).
Let’s compare an interaction at a contact Single Desktop center with disconnected systems and departments with one using Unified Experience from Genesys and ServiceNow.
And the solution automatically aggregates real-time operations data from ServiceNow and engagement data from Genesys Cloud into a common data source. This fuels AI and delivers real-time insights that agents can use to achieve meaningful outcomes quickly.
Unified Desktop:
3. Optimize Workforce Engagement
According to SQM Group research, the call center industry’s annual agent turnover rate has risen to 38% in 2022. Mike Desmarais, founder and bahrain lists CEO of SQM Group notes, “As a result of the higher agent turnover, job burnout, absenteeism, operating cost, and lower [first call resolution] FCR and [customer satisfaction score] CSAT, you can strongly argue that call center turnover is the most important KPI.”
New agents struggle to resolve interactions and cases on first contact. Even the most seasoned agents require the necessary tools and continuous professional development to become top performers. It can be nearly impossible to deliver a unified experience to customers with an inconsistent, ill-equipped workforce that doesn’t own and value their careers.