What is Desktop Analytics for Contact Centers?

The relationship between call center agents and call center technology plays a significant role in how well customer service expectations are met. Desktop analytics provides a means of analyzing how well that relationship is working, and where it could use some improvement.

Desktop analytics offers call center managers a way to capture and analyze user activity at the desktop level. The data gathered about individual application usage and across applications will not only impact the customer experience, but the IT resource budget as well.

Improved productivity: The more managers understand how agents interact with their desktop environment to perform daily tasks, the easier it will be to improve productivity, prioritize issues that need to be addressed, and fine-tune best practices that can then be replicated across the call center.

Better forecast and schedule: More and more call centers are now seeking out this visibility by implementing a desktop analytics tool. The ideal solution will provide a configurable means to capture, measure and analyze performance related to non-call related tasks, KPIs and metrics across applications and multiple process steps. This information then automatically feeds into workforce management for more accurate forecasts and schedules.

Better customer service: Once optimal business flow has been established as a clear objective, the system should help managers identify areas of concern, such as where critical steps are being neglected, and where road blocks can be eliminated. The goal is to curb inconsistent workflow, and reduce the number of screens agents have to review to deliver prompt and efficient service.

Improved compliance: In addition, desktop analytics should provide another means to monitor compliance with PCI, other industry/government regulations, and the call center’s business rules and policies.  Find out more about the new desktop analytics solution provided by Monet.

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