Guide your agent severy step of the way
Put your agents on the path to success by giving them a clear view of their next steps, whatever direction a customer takes. Agent Desktop enables accuracy and consistency across agents and service channels and can up your first-time resolution rate to 95%.
Like all dedicated employees, agents just want to do their job well. But with rising customer expectations and the disconnected technologies agents have to work with, it's a losing battle. It's also why no one blames them for their notoriously high attrition rates.
KANA's Agent Desktop allows agents to actually focus on customers. Instead of alt-tabbing through multiple applications, agents access the information and functionalities they need in a single, unified desktop. And rather than have agents weed through every conceivable option, the desktop presents just those options that are relevant. With workflows clearly defined, answers are easy to find, services straightforward to provide.
And because Agent Desktop unifies information across service channels, customers get the same helpful response whether they contact you by chat, phone or email.
