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The Desktop Revolution: Empowering Agents to Deliver an Omnichannel Customer Experience – Kay Phelps

omnichannel call center desktopYour company may think it knows its customers, but does it really? The ICMI article “The Desktop Revolution: Empowering Agents to Deliver an Omnichannel Customer Experience” by Kay Phelps states that 81% of companies say they have a holistic view of their customers, while only 37% of consumers agree with them. The reason for this could the agent’s desktop and a lack of the right information within it. The article goes on to discuss the necessity of an omnichannel desktop for and agent to delight the customer.

To read the full article, please click the link below:

The Desktop Revolution: Empowering Agents to Deliver an Omnichannel Customer Experience – Kay Phelps

 

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