dcsimg
 
 
 
 
 
 

Aging Systems Impair Contact Center Performance

 
 
By Dennis McCafferty  |  Posted 2015-08-28 Email
 
 
 
 
 
 
 
  • Previous
    Aging Systems Impair Contact Center Performance
    Next

    Aging Systems Impair Contact Center Performance

    A large number of companies are hanging on to aging desktop systems in their contact centers—at the cost of the customer experience and other business drivers.
 

A significant number of companies are hanging on to aging desktop systems in their contact centers, at the cost of the customer experience and other business drivers, according to an August 2015 commissioned study conducted by Forrester Consulting on behalf of Pegasystems. The study, "To Transform the Agent Desktop, Think Strategically, Act Tactically," reveals that organizations are operating on systems that are more than five years old, even though many survey respondents said their desktops are not integrated to back-office tools. Nor are they considered particularly intuitive. As a result, a great many contact center agents have to use manual workarounds to address customer issues. Fortunately, most organizations intend to upgrade their agent desktop apps, and they expect to benefit from better business process agility and increased sales as a result. "The reality for many organizations is that customer service is all too often encumbered by legacy IT systems that prevent agents from delivering great customer service," according to the study. "Organizations that rely on outdated, complex and inflexible agent desktop applications are putting themselves at a competitive disadvantage at a time when customer service and experience are more important than ever. Organizations with older contact center technology find it more difficult to deliver quality cross-channel service to customers, which can mean the difference between a brand advocate and a vocal dissenter." A total of 225 representatives of global organizations took part in the research.

 
 
 
 
 
Dennis McCafferty is a freelance writer for Baseline Magazine.
 
 
 
 
 
 

Submit a Comment

Loading Comments...
 
eWeek eWeek

Have the latest technology news and resources emailed to you everyday.

By submitting your information, you agree that baselinemag.com may send you Baselinemag offers via email, phone and text message, as well as email offers about other products and services that Baselinemag believes may be of interest to you. Baselinemag will process your information in accordance with the Quinstreet Privacy Policy.

Click for a full list of Newsletterssubmit