This Tune-Up package contains our official guidelines for achieving a successful agent desktop deployment by ensuring that your agents can effectively interact with customers. Specific checkpoints in seven practice areas are included:
- Track your interaction volumes by contact driver
- Map contact drivers to interaction categories
- Define logical processes for high volume categories
- Integrate primary agent systems with the desktop
- Implement optimized workflows for your logical business processes
- Tailor workspaces for each agent group
- Tune the knowledge base for agent use
To learn more about these practice areas and gain a deeper insight into the different types of interactions that you currently support, please download a copy of the Guide and Checklist below.
Best Practices Guide
Checklist (for Excel 2007)
Checklist (for Excel 2003)
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