Why Call Centers Need a Unified Agent Desktop

To deliver a seamless customer experience, call center agents require access to user-friendly, efficient technology. Unfortunately, systems are often fragmented, with agents navigating at least four different systems and screens as they assist customers throughout their workday.  

These fragmented systems disrupt workflow and require significant multitasking as agents spend a quarter of their time looking for relevant data, splitting their attention between their screens and the customer interaction. Since multitasking increases distractibility and the likelihood of errors, it's no wonder why the utilization of multiple systems and screens hinders both the agent and customer experience. 

In response to these challenges, companies are now seeking solutions to make their systems more frictionless and efficient. And while it may not be feasible to reduce the systems that agents are required to use, it is possible to unify them by integrating them into a unified agent desktop. 

What is a unified agent desktop?

Today’s call center agents utilize numerous tools to assist customers, but the challenge lies in having to access them separately across multiple screens. One screen might contain the company’s knowledge base, while the other a CCaaS and CRM.  

A unified agent desktop integrates these systems into a single user interface to help limit the number of applications open at a given time.

When agent systems are seamlessly integrated, agents are empowered to work with greater efficiency as crucial customer information and relevant knowledge all live in one place. The inconvenience of constant tab-switching between various applications is eliminated as information is quickly and easily accessible from a unified system.  

Moreover, a unified agent desktop enables the integration of automation tools and AI-powered technology, such as real-time conversation guidance, within other essential systems like the knowledge base. And it can automate routine tasks by updating information within multiple systems simultaneously. 

A unified agent desktop keeps the agent’s focus on one task at a time and minimizes the effort required to find crucial information. It allows agents to deliver a higher level of customer service and improves their day-to-day workflow. For more information on the capabilities of a unified agent desktop and other integrations when combined with a robust knowledge management system like ProcedureFlow, explore our integrations page. 

How does a unified agent desktop improve agent experience?

Increases productivity

Connecting fragmented systems streamlines process workflows, enabling agents to effortlessly navigate through integrated systems in a logical manner. This removes the tedious need for constant task switching since the agent no longer has to decide which application to use next. It ends up saving valuable time that would otherwise be wasted searching through multiple systems and screens.  

A unified agent desktop further maximizes time efficiency by automatically updating multiple systems at once. For example, when an agent inputs customer information, such as their contact details, it's seamlessly updated across other relevant systems. This eliminates the need for agents to switch between applications and retype the same information multiple times. 

With easy access to essential knowledge and fewer steps required to locate customer data, calls are handled more efficiently, and customer inquiries are resolved at a much faster pace. 

Reduces agent effort

As customer interactions become increasingly more complex, agents require access to systems that minimize the burden of multitasking. A unified desktop simplifies agents’ work by displaying all necessary knowledge in a single interface, eliminating the constant need to switch between various applications and screens. 

Integrating agent systems with automation tools enables agents to spend less time and effort on tedious, repetitive tasks. And as a bonus, when agents are freed from low-value work, they feel more motivated to improve their performance metrics and go the extra mile for customers.

Accelerates training and ramp-up time

Agents are required to utilize numerous systems which demand a wide range of skills, including decision-making and problem-solving.

It is significantly easier for new hires to learn how to use these systems and retain knowledge when there is only one user interface to navigate as opposed to multiple.

With a unified desktop, classroom training is more engaging since agents aren’t facing the stress of constant task and screen switching. They also have less information to memorize since there are fewer navigation and data management details between applications.  

By unifying systems and minimizing the number of applications open at any given time, the onboarding process is accelerated, and new agents transition to production with confidence. As a result, the implementation of a unified agent desktop reduces training time by 10–30%.  

Improves agent retention

Inefficient workflows and fragmented systems hinder job satisfaction and can cause call center agents to resign. 

When agents are frustrated with the inability to adequately assist customers due to disconnected technology, it increases the risk of burnout. And when customers are frustrated that their issues are not being resolved in a timely manner, it negatively impacts the agent. 

Conversely, when agents are equipped with unified systems that produce seamless customer experiences, their motivation and confidence naturally increase, and potential turnover is reduced.  

How does a unified agent desktop improve customer experience?

Reduces call handling time

Unifying agent systems can result in a significant reduction in call handling time, often ranging from 20-50%.  

Agents are able to handle a greater volume of calls when information can quickly be located and repetitive tasks are automated. With a single user interface that allows for easy navigation between systems, customers won’t experience constant holds due to agents conducting searches, retrieving different applications, or seeking assistance.

Consequently, the average wait time for customers in the queue is also reduced due to more timely resolutions. 

Improves consistency and accuracy of responses

With the integration of agent systems, customers no longer have to repeat the same information more than once.  

Since all customer data is located in one place, agents can easily find precise information and provide consistent responses throughout the entire interaction. And without the constant need to switch back and forth between different systems, agents can dedicate their full attention solely to the customer, leading to improved response accuracy.

Seamless access to information naturally leads to an increase in first call resolution (FCR). A higher FCR means fewer escalations and fewer instances of customers calling back repeatedly for the same issue. 

Increases customer satisfaction

A unified agent desktop provides a frictionless customer experience and improves customer retention by allowing agents to prioritize each interaction instead of agonizing over disconnected system. Thus, it is no surprise that a staggering 82% of contact center managers said that unifying systems was a part of their 2023 business strategy.  

Agents are capable of delivering highly personalized customer experiences when they are able to easily view and navigate all relevant information within a single user interface. By demonstrating a thorough understanding of the customer and their needs without requiring them to repeat information, customers can feel confident that the agent assisting them is equipped with the necessary tools to solve their problems, which in turn builds positive customer relationships and fosters brand loyalty. 

Getting started with a unified agent desktop 

Integrating agent systems to live within a single user interface limits the number of open applications and empowers frontline agents with the right information, at the right time, every time. 

Take the next step toward transforming your contact center by embedding ProcedureFlow with your existing agent systems—discover the possibilities of a unified agent experience on our API & integrations page today.