The Death of Desktop Overwhelm: How Good UX can Boost Satisfaction – and Profits

A customer service rep is frustrated by multiple apps in the contact center

A customer service rep is frustrated by multiple apps in the contact center
Employee satisfaction is inextricably linked to customer satisfaction – particularly when it comes to frontline personnel. Customer service reps and sales agents are the face of a company and exercise a great deal of influence when it comes to consumers’ brand perception. Thought leaders, such as Tema Frank, have written extensively on how frontline employees who are engaged, respected, and empowered are more productive and retain more customers. Regardless, many companies overlook the potential value of these employees, and continue to neglect and underfund contact centers.

Companies that respect their frontline personnel and truly wish to see their employees reach their full productive potential will consider their day-to-day user experience (UX). Many organizations burden their employees with multiple applications. I’ve seen it firsthand while visiting some of the most high-profile contact centres: agents switch back-and-forth between a live chat window, a secure messaging application, a social media platform, a text-messaging solution, and an email client. On top of this, some companies mistakenly ask these same agents to answer phone calls. The user workflow is full of interruptions and obstacles – Frederick Winslow Taylor, father of scientific management, would undoubtedly be turning in his grave.

John Huehn, CEO of InTheChat, coined the term “Desktop Overwhelm” to refer to the poor UX caused by handling multiple desktop applications. Desktop Overwhelm is the condition in which agents find themselves psychologically exhausted from switching back and forth between applications. The task-switching necessary for managing multiple applications is not only inefficient, but it also contributes to increased stress and mental decline (See Dr. Bond Chapman’s article Why Single-Tasking Makes You Smarter).

The task-switching necessary for managing multiple applications is not only inefficient but, it also contributes to increased stress and mental decline.

The integrated multichannel platform serves as a solution to Desktop Overwhelm by enabling agents to engage with customers over various channels while using only one desktop interface. With multichannel platforms like InTheChat, engaging with customers follows the same flow whether the interaction takes place over SMS, live chat, messengers, social media, or email. This ease-of-use contributes to higher performance and increased employee satisfaction. More importantly, happy and mentally-alert employees have higher productivity rates and are be better positioned to give customers the stellar experiences that all companies now aspire for. When employees benefit from well-thought, fluid UX, everyone benefits.

Want to try out InTheChat’s fluid UX firsthand? Sign up for a free demo.

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About the Author: Kat Austin