Google LLC wants to help customer experience agents be more productive and helpful with the addition of a new tool in Chrome OS Enterprise, called the Desk Connector.
In a blog post today, ChromeOS product lead Matthew Clare points out that customer experience agents are the face and voice of a business for most of their customers, so it’s important that they are equipped to deal with any issues those customers might have.
“With customer satisfaction still heavily reliant on time to resolution, productivity is paramount for both agent engagement and customer delight,” Clare said. “But with the number of apps, tabs and windows agents use to help each customer, it can be difficult and slow to locate the right information at the right time.”
The new ChromeOS Desk Connector, now available in Trusted Tester, is designed to solve this problem with the introduction of “the desk,” providing a more organized way for agents to manage all of the apps and tabs they need to handle specific interactions. With Desk Connector, Chrome Enterprise Recommended Contact Center solutions can automatically spin up a new “desk” for each new customer interaction.
The desk organizes everything the agent needs to handle that call within one neat and tidy box, Clare explained. Then, once that interaction has ended, the agent can close the entire desk with a single click.
It’s a nice new capability that should make ChromeOS a more enticing proposition for contact center operators. Clare listed several advantages ChromeOS provides for call center operations, including enhanced security measures that reduce the number of cyberattacks faced by call center agents by as much as 24%, according to a recent study by International Data Corp.
ChromeOS security benefits include an immunity to so-called ransomware, which is when attackers lock up vital data on a device and demand a ransom, usually paid in cryptocurrency, to restore access to that data. According to Clare, not a single ChromeOS device has fallen victim to a ransomware attack, simply because no data is stored on the device. Rather, everything is stored in the cloud. That means there’s no risk of losing data if a device is lost or stolen either.
The same study also found that ChromeOS also ensures greater productivity through its policy of implementing automatic updates and security patches, resulting in agents losing 77% less time to device restarts compared to those running on other operating systems.
In addition, Clare said, the IDC study shows that ChromeOS also translates to a higher return on investment for call center operators. “IDC found that ChromeOS devices cost 27% less to purchase and operate compared with other devices,” Clare said.