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The Business Value of a Smart Agent Desktop

White Paper Published By: Oracle Service Cloud
Oracle Service Cloud
Published:  Mar 24, 2016
Type:  White Paper
Length:  9 pages

Despite the array of new technologies enabling customer contact across web and mobile channels, most serious interactions still have to pass through an agent in order to be resolved. Enterprises can push customers toward self-service, but in the end, people often still need to talk to other people. This means that, even in the best of circumstances, the customer experience is highly dependent on the capabilities of the agent manning the phones. That person needs more than skills and a beneficial temperament; they require a software environment that provides maximum space for flexibility, problem solving, and intuitive task switching.



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oracle, service cloud, customer interaction, customer support, best practices, business intelligence, customer interaction service, customer relationship management, customer satisfaction, customer service