Oh, where is that elusive Waldo hiding? Your contact center agents aren’t spending time literally looking for Waldo. But unless they have a unified agent desktop, they may be undergoing a similar search every time they try to help a customer.
When a call comes in, does your agent have to dig for the email that the customer sent earlier? Or is the customer journey history and previous interactions at the agent’s fingertips, enabling an instantaneous review of the....