How to Implement Desktop Analytics
We have covered the benefits of desktop analytics in previous blogs; it’s one of the best ways to analyze how people, processes and technology work together. But what is the best way to implement a desktop analytics solution?
If you have specific questions, contact us and we’ll talk you through the process. But if you’re not sure yet, two recent blogs provide a helpful primer on creating the right configuration to capture the necessary data.
The first lists these four tips:
- Start small, think big: In other words, walk before you run. Use the collected data to address specific issues, then step back for a big-picture look at the contact center’s more complex processes.
- Data first: Make sure the system is providing the right data, before using the system to translate that data into more detailed reports and dashboards.
- Involve IT: Include your IT personnel in the selection process, as well as the initial implementation.
- Focus on people, processes and technology: This one is self-explanatory, as it reiterates the three pillars of desktop analytics.
For a more detailed explanation of the actual implementation process, this blog provides a step-by-step method for gaining operational insight and identifying areas of improvement with desktop analytics.
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?
Confidence: The Overlooked (But Vital) Agent Trait
What qualities do you look for when interviewing potential contact center agents? Certainly, experience is important, but as this is