Customer care agents are a critical part of a company's customer service team, as they are the ones who interact and resolve the queries of the end customers. Thus, it is important that they have the right tools and resources to provide excellent support to their customers. The cornerstone of the tools they need is the “Agent Desktop” which they can use to reply and solve customer queries more quickly.

Here are 11 things that customer care agents need from their CCaaS agent desktop -

• Customizable desktop & workflows: A CCaaS agent desktop should allow agents to customize their screen with flexible widgets which allows them to execute custom workflows to match their specific needs and preferences. This could include features such as a GUI dashboard editor, external widget library, open SDKs and APIs integration, etc

• Quick and easy access to customer information: Customer care agents need to be able to access and view customer information quickly and easily. This includes information such as the customer's contact details, past interactions with the company, and any relevant notes or information about the customer's account. This information would help in personalized service.

• Integration with other systems: A CCaaS agent desktop should be able to integrate with other systems and platforms that customer care agents use on a daily basis, such as CRM systems, order management systems, and social media platforms to access customer information and update that in real time if needed. It helps in reducing the number of clicks hence increasing agent productivity.

• Omni-channel communication capability: Customer care agents should have the ability to communicate with customers through multiple channels, including phone, email, chat, video and social media. This allows agents to reach out to customers through the channel that is most convenient for them, and ensures that customers can get the support they need in real-time. The desktop should further retain context across channels for the same customer.

• Collaboration tools: Customer care agents often need to work with other team members, such as managers or subject matter experts, to resolve customer issues. A CCaaS agent desktop should include collaboration tools that allow agents to share information and work together to find solutions.

• Advanced reporting and analytics: Customer care agents need access to advanced reporting and analytics tools to track their performance and identify areas for improvement. These tools should allow agents to track key metrics in real time such as customer satisfaction, response times, CRTs and the number of resolved issues.

• Knowledge management tools: Customer care agents should have access to a knowledge base or other knowledge management tools to help them find answers to customer questions and issues quickly and accurately with a motive to maximize agent’s productivity.

• Multi-language support: If your company serves customers in multiple languages, it is important that your CCaaS agent desktop has built-in support for multiple languages. This can help ensure that customer care agents are able to communicate with and assist customers in their preferred language.

• Mobile support: Customer care agents should be able to access and use their CCaaS agent desktop from any device, including their smartphones and tablets. This can help ensure that they can assist customers and access important information on the go.

• AI assistance: The desktop should be able to use AI to assist agents in identifying the right issue, generating and recommending the right response, tracking customer satisfaction for real time intervention and escalation, providing the next best action and doing course correction when an agent makes a mistake.

• Manage SLAs: With Agent Desktop, Customer Care agents should be able to identify critical issues and prioritize incoming customer queries, automate time tracking and remind agents of upcoming deadlines so that they can resolve issues without breaching the pre-defined SLAs.

How Sprinklr’s agent desktop can help?

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Sprinklr provides a flexible and scalable solution for agent unified desktop which can be personalized for individual agents to suit their needs to handle different query types. The modular design helps to add widgets from a list of pre-defined widget library or even external custom widgets via SDKs, iframes etc. AI is weaved throughout the desktop to help agents in solving the queries in the first contact itself. The channel agnostic design of the platform helps in providing a true omni-channel experience for the agents and customers, by retaining context across channels. Customer Care agents ultimately aims to reduce the respective Case Resolution and First Response Time. With the AI driven features, customisable layouts, integration with CRM platforms along with the easy to use UX, they can achieve high level of satisfaction, hence reducing case resolution time.

To top it all off, Sprinklr agent desktop works seamlessly with other CRM systems like Salesforce, Microsoft Dynamics and even custom applications.