Join Donna Fluss – founder of DMG Consulting and industry expert – as she discusses desktop automation and analytics and how companies are utilizing this technology to drive revenue, agent performance and the customer experience cross–industry.
13. Leading U.S. Wireless Carrier
• Real-time guidance = Increased sales
• 360 Customer View = Happier Customers
• Happier Agents = Better Customer Experience
Long hold times
Desktop complexity
Lack of customer data
Work
Processes
Automated22 60% Decrease
in AHT=
14. Large Insurer
Months
to Deploy4 15Percent Faster
System Response
System Response Delays =
Increased AHT
Process Complexity:
Errors & Compliance Risk
OpenSpan Desktop Analytics
Identified system bottlenecks
Revealed compliance gaps
Pinpointed automation needs
15. Large Financial Services
6-Month ROI
Agile Agent Desktop: 14,000 Agents
Results:
• Agile agent desktop + automations deployed within 90days
• Decreased training times
• Increased cross-sell by 20 percent