Contact Center Solutions Featured Article

Looking at Ways Desktop Integration Optimizes Agent Productivity

February 25, 2008

Optimized agent productivity is a constantly sought after goal for any business looking to increase their impact.
Increased agent productivity not only translates into business benefits, but can also ease agent frustrations, decrease call times and improve customer satisfaction.
This increased productivity can be achieved with desktop integration, which changes the way agents interact with their desktops.
Wednesday, a TMC Webinar, "Optimizing Agent Productivity with Desktop Integration," sponsored by OpenSpan, will highlight the ways desktop integration makes it is possible to relieve frustrated agents from having to toggle back and forth between multiple applications or enter the same data over and over again.

TMC president, Rich Tehrani commented, “Maximizing employee performance is an issue for any industry, particularly call centers who’s functionality is entirely dependant on the performance of its agents. With unique technological solutions designed to optimize the performance of agents, OpenSpan has a wealth of information to offer contact center leaders as they grapple with this ongoing issue.” 
The Webinar, which will be held at 2:00 pm ET, will be presented by Francis Carden, CEO, OpenSpan and TMC Associate Editor Erik Linask, and will offer attendees a look at how the OpenSpan Platform can help alleviate business pains and will also feature live demonstrations of:
--Rapid integration of web and desktop-based applications plus web services
--Visual modeling of business process automations
--Extending existing applications by adding new business logic
--Providing customer-facing employees a single view across wide range of applications
Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.