Three tell-tale signs of broken desktops

Here are three tell-tale signs of broken desktops.

Desk Jotters – if agents are always jotting down customer names and account numbers, it’s often an indication that they have to enter that information again into a different system in a different part of the process.

Alt-Tab – Switching between screens often indicates inefficient processes.

Putting the caller on hold – this is probably the biggest one that I see.  An awful lot of wasted process time is spent with the caller on hold.

Published On: 28th May 2012 - Last modified: 17th Jul 2017
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