Aberdeen Agent Desktop Optimization: Agents Can Finally Focus on the Customer whitepaper
sponsored by SAP America, Inc.

Data from a 2012 study indicates that on average, agents need to use five different screens to access separate systems that provide them with much needed information. As a result, 26% of agent time is spent looking for relevant data across different systems during each customer contact.

In the context of the contact center, being able to provide agents with insights needed to support and engage customers is critical to deliver a positive customer experience. And agent desktop optimization (ADO) initiatives help contact centers accomplish this objective by empowering agents.

Access this in-depth resource to find out how your agents can finally focus on the customer. Gain insights on:

  • Roadblocks impacting delivering a positive agent experience
  • Key strategies to optimize agent desktop
  • The building blocks of a best-in-class ADO program
  • And much more!
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