SINGAPORE, Sept. 29, 2016 /PRNewswire/ -- In recent years, customer experience has been identified as the single most important factor for customers in determining the choice of their primary service provider, be it a bank, telecom service provider, insurer or retail outlet. Customers demand that the experience for each interaction be consistent, efficient, frictionless, and productive irrespective of channels and devices.
Recent research study has shown that three of the top four factors influencing customer experience involve the contact center agents. These factors include their attitude, ability to understand customer issues and resolution of the problem within the first phone call or email.
"On average, close to 30 percent of the agent's time is spent looking for relevant data across different systems and screens during each customer contact," explained Krishna Baidya, Associate Director, Digital Transformation, Asia Pacific, Frost & Sullivan explained. "Proactive and contextual information delivered in a unified manner empowers the agents and significantly reduces the amount of effort required."
"Enterprises need a way to consolidate their customer data, making it easier for agents to quickly access specific information without having to juggle multiple applications, databases, and resources," noted Jayesh Pajwani, Chief Strategy and Growth Officer, Tetherfi.
"The unified agent desktop is a critical tool in assisting to make the agent-customer interaction more seamless, hugely impacting overall customer satisfaction. The Tetherfi Multi-Media Agent Client (TMAC) is an efficient, scalable, software-only agent client solution that has helped many diverse businesses to deliver consistent services across all channels," emphasized Vineeth Nayak, Founder and Managing Director, Tetherfi.
Frost and Sullivan discuss the above and more in the White Paper it wrote in discussion with Tetherfi titled 'Unified Agent Desktop: Glue for Delivering Great Customer Experience'. The topics discussed include how the Unified Agent Desktop helps organizations empower their front-line agents deliver the experience their customers sought. This paper also shares insights on key aspects one should consider while evaluating such solution for their organization.
The complimentary White Paper can be downloaded here.
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SOURCE Frost & Sullivan