Top 5 Features to Look for When Picking an Agent Desktop

Remember when you used to dial a toll-free number and wait in a queue to get your query resolved? Or having to repeat your problem every time your call gets transferred to a new agent?

Frustrating right?

With an agent desktop, things are a lot different.

In this blog, we will find out what an agent desktop is, why it is important, and the top features to look for when picking an agent desktop.

What is an Agent Desktop?

Agent Desktop is a software application designed for call center agents to manage and handle customer interactions efficiently.

It is a central hub where agents access customer information, communication channels (such as phone, email, and chat), tools, and resources needed to resolve issues, as well as support customers.

It’s a streamlined workspace optimized for the agent’s workflow within a contact center or customer service environment.

Why is an Agent Desktop Important?

• With an agent desktop, agents can find all the relevant information in a centralized place, making it easier to fetch accurate information instantly and drive customer satisfaction.

• Investing in an agent desktop enables agents to access all the customer data stored across the system via a single interface. As a result, you can see increased agent productivity.

• On average, an agent browses various applications like knowledge base, CRM, and billing management for better and relevant insights to help customers. It shows a lack of integration, but with an agent desktop in your system, you can seamlessly integrate it with other systems and platforms.

Top 5 Features to Look for When Picking an Agent Desktop

1. Intuitive Single User Interface :

The agent desktop should be designed to improve the agent’s productivity. Creating a single user interface where agents can find all the necessary information at their fingertips is one of the essential features to look for.

Look for an agent desktop with a user-friendly, easily navigable, and a single glass pane view interface so agents can focus on providing quality service than toggling between screens.

2. Multilingual Support

If you deal with customers from diverse backgrounds, multilingual support is necessary while picking up an agent desktop feature.

Targeting a global audience with multilingual support helps bridge the language barrier.

Multilingual customer support with 24*7 self-service builds good customer experience.

Such experience will not only guarantee customer satisfaction but also build a good reputation with customers.

3. A Centralized Repository

A centralized repository, like a knowledge base, can do wonders for agents. A robust knowledge base powering the agent desktop helps resolve customer inquiries more smoothly.

Knowledge base as an agent desktop feature gives agent-guided workflows, scripted responses, and access to a centralized, up-to-date knowledge repository.

4. Access to Customer’s Intel

With the help of the agent desktop, agents can see and retrieve past conversations with customers. Moreover, integration with CRM provides access to customer data and information, which helps improve customer service.

5. Customization

With customization features, agents can edit and customize things as per their wish. They can suggest edits if they find any new information or need to make necessary updates.

Customization can include a drag-and-drop facility and the flexibility to add, remove, and rearrange widgets to create a desktop with unique demands. Customization also helps prioritize the information and tools needed most while streamlining workflows.

Build the Perfect Agent Desktop with Knowmax

Knowmax is an AI-powered knowledge management platform that helps agents perform better.

How?

Knowmax enables access to a central knowledge repository, where agents can find all the necessary information at their fingertips. It has an intuitive interface and a customizable dashboard.

Apart from this,

Knowmax brings so much more to the agent desktop, like an AI search engine, guided workflows, micro segmented analytics, and learning management systems all in one place.