Desktop Analytics = Greater Insight
Every technology investment for a contact center should have a clear purpose behind it. There are a number of benefits associated with a desktop analytics platform, but if they had to be summed up in one word, that word might be “insight.”
Call center intelligence is all about gaining insight – in this case, into the important relationship between contact center agents and the technology they use every day to deliver the level of service that both customers and managers expect.
Desktop analytics offers call center managers a way to capture and analyze user activity at the desktop level. Performance is automatically monitored and measured against a defined business workflow, to determined how well key metrics are being achieved.
With this information in hand, contact center managers can increase the effectiveness of their training and coaching sessions by focusing on the specific applications where help is most needed, whether the issue is productivity, compliance, service delivery, non-call related activities, or process issues that are hindering optimal customer service.
With Monet’s desktop analytics solutions, all of this valuable data is available in real time and delivered in reports, which are created based on the type and amount of detail requested by each contact center manager.
This data not only impacts the customer experience, but the IT resource budget as well. Forecasting and scheduling will also improve because of how non-call activities are analyzed.
With desktop analytics, managers can open a clear window into how their employees actually work. That’s the kind of insight that can really improve performance.
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