CSRs: Battle of the desktop

So, Battle of the desktop. So, I mean really what we're talking about here, and you know some of this is going to touch on stuff that Ben and Mike and Dave have already, you know, brought up. But you know there's so much going on when you walk into any of these opportunities.

Whether it's, you know, the people that are involved, like we've talked about, and how important (are) the customers they are trying to service, the costs involved, the intricacies of their operations. I'm just going to go into a high level of that right now. So, I mean oftentimes, and this is a pretty seasoned audience, so I would think that at least some of you have walked into a few of these deals before, or at least seen some of it come across your screen. But when you walk into these call centers and you're lucky enough to actually get out onto the floor and be able to - maybe even if you can't listen - and maybe be able to peek over the shoulder of a couple CSR's as they're trying to get their job done.

I mean, this is oftentimes what it looks like, and it doesn't even matter. I mean, it's rare to show up at a call center and find out that there's any single desktop CRM application that's the only one on the screen. Now, (it) more often looks more like this. It looks more like something bad is in the process of happening, and you're going to need a new computer soon. But this - you know, sticky notes everywhere - and then you've got the agents that are constantly alt-tabbing between applications to get different information, but also to process their workflows, right? And then they've got to take action in a whole bunch of different systems. And you've got the binders that've been, you know, talked about earlier, and you've always got notepads and sticky notes and everything everywhere, right?

So, these CSR's are getting slowed down, it drives their frustration and it - and then that gets passed on right? It gets - it drives customer frustration. It degrades the customer experience. It leads to higher churn, and we talked about how high that churn typically is in a call center and the expenses involved in not only replacing agents as they turn out of your organization, but needing, you know, that replacement includes not just finding them, but training them, getting them up and running, and then hoping to retain them again, right? And these agents are exactly like us when we log in every morning, I'm sure, especially now that we're all working from home, everyone's got their routine.

I mean, these agents are doing similar things, right? They're setting up all the different windows that they're going to need. They're putting them in the spots that their muscle memory has been trained to go looking for information so that they can quickly and efficiently do their job. So, it's crucial for us to sell the experience, right? The big thing that we bring to the table is going to be that we remove that disjointed experience. We can help remove and ameliorate the alt tabbing, the copying and pasting, and even more importantly, we can start making contextual sense of the data and the guidance that these agents are seeing.

We'll go more into that in a minute. So, we're not just throwing up data on the screen and letting the agents wade through it.

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