Unleashing agent potential — the importance of customizing the desktop experience

Tashu Aggarwal

April 25, 20236 min read

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Imagine being an agent who is constantly juggling between different tools and applications, trying to find the right information or feature to resolve customer issues. It can be overwhelming and exhausting. 

But with a customized agent desktop, agents can create a tailored work environment that aligns with their unique needs and preferences, reducing cognitive load and improving productivity. What's more, different agents can have different views based on their role, department, or expertise.

The agent desktop is the front-line interface that connects agents with customers and ultimately shapes the customer experience. Think of it as a canvas waiting to be painted with the colors of your team's unique preferences. 

By tailoring the agent desktop to the requirements of your agents, you can create a more engaging, efficient, and satisfying work environment that benefits both your agents and your customers. According to McKinsey research, agents who are satisfied and engaged in their work are 3.3 times more likely to feel empowered to resolve customer issues effectively.

Whether you're just getting started or looking to enhance your existing customization strategy, this post will provide you with the insights and inspiration you need to take your agent desktop to the next level. So, let's get started and unlock the full potential of your team's productivity with the power of a customized agent desktop.

Table of Contents

Key areas for agent desktop customization

When it comes to optimizing the agent desktop, there are several key areas where customization can make a significant impact on productivity and efficiency. Let's explore some of these areas in more detail.

Allow agents to choose their own layout

Agents have different work styles and preferences, and the agent desktop should reflect this. By allowing agents to choose their own layout, they can arrange the interface in a way that suits their workflow, whether that's by creating custom titles for widgets or prioritizing frequently used features.

Widget repositioning is a useful feature that allows agents to move different components of the agent desktop interface to different parts of the screen. This can help agents organize their workspace in a way that makes sense for their specific job duties. For example, an agent who frequently uses the knowledge base might want to position that widget front and center, while another agent who prioritizes customer history might want to keep that widget at the top of their screen.

Adjusting widget height is another way to customize the agent desktop to fit an agent's unique work style. Some agents may prefer a more compact view that shows all widgets in a smaller space, while others may prefer a more spacious view with larger widgets that show more data at a glance.

Furthermore, offering a 2 or 3-pane layout allows agents to view multiple pieces of information simultaneously, which can help them work more efficiently. This type of layout is especially useful for agents who frequently switch between different types of customer interactions, such as chats, emails, and phone calls.

Provide customizable shortcuts and hotkeys

As agents carry out their duties, they often need to access different features or applications to complete tasks. This can be time-consuming, especially when performing repetitive actions like searching for customer information or creating new tickets.

To help agents work more efficiently, providing customizable shortcuts and hotkeys can be a game-changer. This feature allows agents to quickly access commonly used features or applications with just a few keystrokes, reducing the time and effort needed to complete these tasks.

Moreover, customizable shortcuts can also be used for more complex actions, such as closing tickets, escalating issues, or transferring calls to other departments. With the right customization, agents can easily navigate through the system and complete tasks more quickly and accurately.

Integrate with other tools

Agents often use a variety of tools and applications throughout the day, and one way to integrate the agent desktop with other tools is through API integration. APIs allow different software applications to communicate with each other, enabling data and functionality to be shared seamlessly between systems.

For example, an agent desktop could be integrated with a CRM system, allowing agents to access customer data and account information at their fingertips without having to switch between different systems. Another example is integrating with a knowledge base platform, enabling agents to quickly search for and access articles or solutions that can help them resolve customer issues more efficiently.

Provide standard widgets to choose from widget library

Another useful way to customize the agent desktop is by offering a widget library that allows agents to choose the pre-built widgets that are most useful for their specific job duties and arrange them in a way that makes sense for their workflow.

For example, a collaboration widget can help agents collaborate effectively with their colleagues by providing features such as chat or video conferencing. A smart assist widget, on the other hand, can provide automated guidance to help agents resolve issues more efficiently by suggesting similar cases resolved in the past or providing prompts for common troubleshooting steps.

Other useful widgets include case history, which enables agents to review a customer's interactions with the company, and case activity, which helps agents stay on top of their workload by tracking the status of each case or ticket.

 An image of a customized agent desktop widget with customer details on one side and widget details on the other

Offer reply box customization

The reply box is one of the most frequently used features in an agent desktop. By offering customization options for this feature, agents can greatly enhance their productivity and efficiency. One useful customization option is the ability to create and use canned responses. Canned responses are pre-written messages that agents can use to respond quickly to common customer inquiries.

Other useful features to include in the reply box customization options are a quick translation button for agents who serve customers in multiple languages, a schedule post button for agents who need to send messages at a specific time, and a read-only conversation mode for agents who need to view customer messages without being able to reply to them. Additionally, a media picker for adding images, videos, and gifs can help agents provide more personalized service.

An image of a reply box with several customization options

Wrap up

From choosing your own layout to integrating with other tools, the possibilities are endless. At Sprinklr, we are committed to providing innovative technology solutions that enable organizations to offer their agents the tools they need to succeed. Our platform offers a wide range of customization options that empower organizations to design a desktop experience that caters to their agents' unique needs and preferences.

So, what are you waiting for? Empower your agents with a customized desktop experience and watch them excel in their roles while delivering exceptional customer service. Grab your free trial of Sprinklr’s Unified Agent Desktop solution now.

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