A 2022 report from the Harvard Business Review found that knowledge workers switch between different apps on their desktops 1,200 times a day on average. This results in four hours a week spent reorienting themselves within their workflows.
This“ toggle tax” prolongs just about every process. At scale, it can be a massive drain on team-wide productivity.
The challenges, workflows, and technology at play may be complex, but they stem from a common problem: agents are accessing their tools via browsers that fail to account for their unique challenges. But by adopting an enterprise browser, contact centers can accelerate resolution times and optimize resources while improving experiences for all stakeholders.
A PURPOSE-BUILT SOLUTION
Google Chrome and Microsoft Edge are among the most frequently used applications in our personal lives. The same is true at work; most knowledge workers carry out their workflows using mainstream browsers.
But Chrome and Edge were built for casual web browsing, not for multitool, data-heavy processes that involve a combination of web tools and native apps. Too often, using them results in slow, laborious workflows. Instead of being an accelerator, the existing technology means contact center agents are forced to fight their way to resolution on every call.
Enterprise browsers, on the other hand, are built to address the specific challenges that agents encounter each day. They are a single solution to improve access to information, streamline manual processes, enable flexibility, and promote repeatable best practices.
These browsers can also future-proof an organization’ s technology stack, so users can enjoy these benefits both immediately and long into the future.( SEE FIGURE 1)
FIGURE 1
FROM INEFFICIENCY TO PRODUCTIVITY
Today, most contact center agents rely on a broad range of applications that often sit siloed on the desktops. This presents a huge array of challenges; the toggle tax is just one example.
Take the example of an agent seeking to look up information on the same customer across multiple databases. On today’ s crowded desktops, simply locating the right tab or window can be a major productivity drain. Once the user manages to find the necessary applications, they must reenter the search criteria into each one, creating tedious manual work while inviting room for error.
This process often involves taking notes in a word processing application and repeatedly pasting the right pieces into the relevant fields: hardly a streamlined process.
Users are then left to figure out their own workarounds and, understandably, develop their own idiosyncratic workflows to manage stressful situations and competing priorities. The effort is there, but in the customer’ s eyes, the results might not be.
An enterprise browser, meanwhile, doesn’ t just serve as a means of accessing applications: it’ s an entry point to everything required to drive better support outcomes.
ENTERPRISE BROWSERS... ARE BUILT TO ADDRESS THE SPECIFIC CHALLENGES THAT AGENTS ENCOUNTER EACH DAY.
With this approach, contact centers can transform this fragmentation and inconsistency into unified, repeatable workflows that are far more than the sum of their parts. Our research suggests that this approach can shorten support call times by as much as 80 %.
These benefits can take many different forms:
• Enabling unique ways for users to configure their screens, thus allowing a greater number of tools to function alongside or embed within one another: instead of constantly toggling between tabs and windows.
• Users can consolidate their workflows using as much or as little screen real estate as desired.
• Administrators can potentially build recommended layouts for specific roles or departments, fostering efficiency and best practices across the contact center.
SOURCE: HERE. IO
44 CONTACT CENTER PIPELINE