(Re) Introducing Desktop Analytics
Speech analytics has been a hot topic within the contact center industry over the past 2-3 years. But desktop analytics, which has actually been around longer, does not always get the attention it deserves. Monet offers speech and desktop analytics solutions, and both can play a pivotal role in the efficiency of your contact center.
Perhaps this technology needs a new introduction to a market this is flooded with analytics ideas and solutions. This is one that merits your attention.
Where speech analytics is primarily customer-focused, desktop analytics (DA) delivers insight on your agents and your processes. It captures and analyzes all agent desktop activities in real time, and it improves process automation and workflow.
What makes (DA) unique is not just the capability of turning a spotlight on system, operational, or staff-related issues; it is the system’s ability to provide guidance and improved process automation, so these problems can be solved without scheduling meetings and taking time away from the day-to-day challenges of running a contact center.
Desktop analytics is available as a standalone product, but our DA solution is one that works within and enhances our WFO suite. It is yet another tool available to managers trying to figure out why some processes have slowed and where issues need to be fixed. It also provides a way to confirm findings collected from other means.
Are you Ready for Desktop Analytics?
If you want more transparency into how your contact center functions, what agents are doing at their desks, whether your business is in compliance with government or industry guidelines on information gathering, and where your procedures are falling short of expectations, desktop analytics may have the answers.
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