Creating a new generation of clean and effective agent desktops

Contact centres have always demonstrated a hunger to optimise performance and efficiency through incremental technology and process improvements. However the agent desktop has generally been considered too complex and costly to tackle – until now.

Now you can do something about it by detoxing your agent desktops with the Sabio Intelligent Desktop, a powerful solution that allows you to streamline the number of applications your contact centre agents have to work with.

Organisations commonly look at the ‘customer experience’ but do not often look at the ‘agent experience’. As the ‘agent’ is the individual who has direct contact with your customer, their experience using your contact centre systems and applications directly impacts the customer experience delivered.

Delivering value

Sabio has combined its best practice contact centre process and integration skills with user interface and process management technology to ensure that organisations are able to realise a rapid return on their investment in desktop projects. Sabio’s Intelligent Desktop can help take your contact centre to the next level and enable you to deliver a step-change increase in agent productivity.

Sabio Intelligent Desktop integrates five essential elements needed to create a composite, role-specific agent environment that can easily be tuned to your organisation’s requirements:

• Sabio contact centre technology connectors

• Sabio contact centre best practice templates

• Sabio Intelligent Desktop agent interface

• Access to core enterprise applications and data services

• Sabio’s library of contact centre application services

By replacing or augmenting the existing user interface based on User Centred Design principles, Sabio Intelligent Desktop allows you to leverage existing applications and their business processes.

User Centred Design (UCD)

Agent usability is key when designing and implementing a desktop solution. A User Centred Design (UCD) approach enables high levels of user acceptance. The principles of Sabio’s UCD approach are simple: when designing and developing an desktop solution, we put a great deal of focus on the end-users (customers and agents) and their goals, measure empirically how the system is used and perceived, and adopt an interactive design lifecycle that allows for vital adjustments to be made to the system at key stages in the project lifecycle.
With this continuous focus on the end-users, the outcome is a high quality application that meets both your objectives and the needs of your agents and customers.

How Sabio can help you

By helping organisations to detox their desktops and working with them to develop the processes that will enable their agents to be more effective, Sabio Intelligent Desktop can deliver major productivity benefits for contact centres. Sabio’s deep contact centre technology and integration expertise ideally complements the user interface and process management solution to deliver:

• Less agent IT training and reduced time to competency

• Shorter call handling times

• Increases in first call resolution

• Improved customer satisfaction

• Improved agent satisfaction

• Increased focus on customer needs

• Greater contact centre systems and process flexibility

• In-depth reporting capabilities

Sabio has the skills, knowledge and experience necessary to help organisations detox their agent desktops and achieve real productivity improvements within their contact centres. The result is improved service levels for customers, and a direct bottom line benefit for your business.

Next steps

Sabio has developed a User Process Analysis (UPA), this audit process allows Sabio to measure and analyse a contact centre from an agent and customer perspective. The UPA exercise allows Sabio to build ‘before’ and ‘after’ models of the existing customer and agent process empirically demonstrating improvement opportunities in a simple to understand format.

The UPA exercise is conducted by Sabio Consultancy, by consultants with a wide range of experience within the contact centre industry.