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The Top Six Reasons to Simplify the Customer Service Desktop

Thursday, 08 August 2019  
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Hint: Whether you have 1, 3, or 25 applications, you are still dealing with complexity.

Desktop Complexity is a common problem we are all familiar with. Perhaps ten years ago, the typical customer service desktop was not so complex; maybe one or two green-screen applications and a phone sitting next to the computer was all an agent needed. Today, we see desktops with up to twenty or more applications. However, complexity is not only dictated by the number of the applications on the desktop. Agents are perplexed by a single application whose screens are cumbersome and getting into the application to simply get the data they need is akin to hacking into NASA. And agent ‘productivity’ tools like email, chat and soft-phone scripting only add to the chaos.

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