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Contact Center Productivity Opportunities with Unified Service Desk 2.0 for Microsoft Dynamics CRM
Contact Centers are a goldmine of opportunities to increase productivity, and Unified Service Desk (USD) for Microsoft Dynamics CRM is the perfect productivity tool to mine those opportunities. This blog will outline three common productivity gains contact centers can glean from using Unified Service Desk. 1. Increase Agent Productivity Automating processes with USD can drive increases in agent productivity. At one call center I helped, agents had to log into four different applications to find customer data! The agent would go from application to application searching for the customer’s information all the while you could hear the customer getting frustrated on the phone. With Unified Service Desk we were able to automate searching all of those systems and displaying the customer’s record with a just a few clicks for the agent. As a result, the call center was able to reduce average handle times and they were able to increase […]
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