Ventana Research Perspective – Achieving omni-channel customer experiences: advanced agent desktops are key

In order to deliver a great customer experience, it’s important to create a great agent experience. Research consistently indicates a significant connection between an agent’s level of engagement and satisfaction and their ability to provide a positive customer experience. Something that has a direct correlation with contact centre tool effectiveness.

In this study, Ventana Research investigate this correlation, while exploring key performance metrics. The research also explains why a unified agent desktop is key for organizations looking to solve many of the common challenges experienced within the contact center when dealing with customer requests across multiple channel.

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