Comments on: Six ways to improve the agent desktop http://www.callcentrehelper.com/six-ways-to-improve-the-agent-desktop-3758.htm The UK's most popular call centre magazine Fri, 10 Feb 2012 18:45:46 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Six ways to improve the agent desktop | Call Centre Helper | TY4calling http://www.callcentrehelper.com/six-ways-to-improve-the-agent-desktop-3758.htm/comment-page-1#comment-22292 Six ways to improve the agent desktop | Call Centre Helper | TY4calling Mon, 06 Jul 2009 07:19:56 +0000 http://www.callcentrehelper.com/?p=3758#comment-22292 [...] The rest is here: Six ways to improve the agent desktop | Call Centre Helper [...] [...] The rest is here: Six ways to improve the agent desktop | Call Centre Helper [...]

]]> By: Michael Bailey http://www.callcentrehelper.com/six-ways-to-improve-the-agent-desktop-3758.htm/comment-page-1#comment-20223 Michael Bailey Thu, 18 Jun 2009 11:26:17 +0000 http://www.callcentrehelper.com/?p=3758#comment-20223 Automate classification of inbound contacts:- - System automatically pre-classifies contact and routes to appropriately skilled agent - Agent confirms/revises classification upon receipt - Only present the agent with the processes and desktop tools required to resolve that classification of contact - System subsequently automatically sub-classifies the contact using the processes and/or responses used to resolve it - Agent confirms sub-classifications and wraps up Cuts desktop clutter, ensures that the right process is used to tackle a communication, reduces manual classification errors and gives you all the reporting you will need. Bit ideal world admittedly but the importance of getting work classified correctly is key to driving improvement in every area. Automate classification of inbound contacts:-
- System automatically pre-classifies contact and routes to appropriately skilled agent
- Agent confirms/revises classification upon receipt
- Only present the agent with the processes and desktop tools required to resolve that classification of contact
- System subsequently automatically sub-classifies the contact using the processes and/or responses used to resolve it
- Agent confirms sub-classifications and wraps up

Cuts desktop clutter, ensures that the right process is used to tackle a communication, reduces manual classification errors and gives you all the reporting you will need.

Bit ideal world admittedly but the importance of getting work classified correctly is key to driving improvement in every area.

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