Forrester Report: How To Build A Modern Agent Desktop And Transform Customer Service Experiences
Happier customer service agents mean happier customers and shareholders. Positive agent experiences also lead to better job performance, productivity, and retention — one of the costlier factors in managing customer service operations. Yet, as the nature of customer service work changes, agents must solve more complex issues. This report highlights the five key functions that the modern agent desktop will contain to enable customer service leaders and agents to deliver exceptional service.