Desktop Analytics – Call Center Improvements at the Micro-Level
By Joe McFadden
Call center desktop software helps agents move quickly and easily through the multitude of desktop applications needed to do their jobs well and focus on the customer experience.
However, just having a desktop software solution in place does not automatically mean a call center is going to increase productivity, enhance the customer experience and cut costs overnight.
While a desktop software program can streamline the inter-application process, there is still a chance for many performance or process impeding issues to happen and go unnoticed.
These problems typically occur at the micro-level and include an agent’s poor typing skills, long desktop navigation time and a poor use/under-use of knowledge base.
But how is a call center manager supposed to know which agents need help with certain performance issues? That’s why desktop analytics and agent activity tracking software is so valuable.
Desktop analytics provides the necessary insights so your call center managers can pinpoint knowledge gaps and identify individual training/coaching opportunities, as well as find new ways to improve the customer experience and overall operational efficiency.
Even small differences in you agents’ work behaviors, such as typing speed and use of quick keys, can separate the okay, good and great members of your call center team. Inefficient use of desktop applications can have a negative impact on your AHT and in a world where every second counts those wasted seconds can end up costing you millions.
Desktop analytics tracks 100% of desktop activities, alerting you to any agent behaviors that could be driving up your call center costs. Even though every one of your call center agents has received training, not everyone learns at the same pace. Some of your agents might need additional coaching in certain areas to help improve their overall performance.
Desktop analytics is going to help pinpoint exactly where each agent struggles and excels.
Call center managers also have to consider that the desktop software itself might be the cause of some of their problems. If an application were to malfunction or the entire system were to freeze the problem is very obvious, but what about smaller issues like error messages or slow page rendering?
How likely is it that an agent will mention a particular webpage was loading slower than normal? These small technical issues might only cost each agent a few seconds on each call, but when you multiple that by millions upon millions of call you are looking at a serious problem.
Desktop analytics automatically captures every event that occurs on the desktop, whether it is a mouse click, key stroke, screen navigation or system function.
Many contact centers spend a lot of time and money evaluating voice recordings and creating reports that track the performance the contact center as a whole and while these macro-level performance indicators are incredibly important, fine tuning of subtle performance deficiencies can have a dramatic impact on your call center’s productivity.
The only way you’re going to be able to identify these micro-level inefficiencies is with a desktop analytics solution in place.
Enkata’s ( http://www.enkata.com ) workforce optimization and customer experience analytics solutions can help improve your employee’s performance while lowering costs.
Our Customer Journey Cloud for contact centers is the most advanced set of performance management solutions and workforce analytics capabilities available today. Enkata Quality Management solutions enhance traditional QM functionality by incorporating advanced analytics, automated workflows, closed-loop coaching and integrated performance management.
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