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The next phase of improving both agent performance and customer experience should focus on untangling the productivity knot that exists in the agent’s workspace.


  • The operating environment for a contact center agent is getting more complex, especially as new interaction channels are added to the mix.
  • Enterprises need to consider the potential improvements in productivity and in customer satisfaction when planning the software toolkits they provide to agents.
  • A well-functioning desktop will allow agents to move seamlessly between applications, minimizing error and reducing the amount of friction that the customer experiences.

Features and Benefits

  • Identifies the reasons why agent desktops are a productivity chokepoint for contact centers.
  • Helps businesses build and justify the business case for investing in smarter desktop technology.

Key questions answered

  • Why should enterprises move to a smarter agent desktop environment?
  • What are the functional requirements of a smart agent desktop?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages

Why move to a smarter desktop?

  • The head-spinning complexity of agent work
  • What is a smart agent desktop?
  • Crafting a business case for a better desktop


  • Recommendations for enterprises


  • Methodology
  • Further reading
  • Author

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