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Desktop Analytics: Track Agent Desktop Behaviors for Improved AHT and FCR

Recording date: Wednesday, May 19, 2010

Presenter: Joe McFadden, Senior Director, Enkata

Duration: 35 minutes

Description:

Changing Agent Behavior is the first step to improving AHT and FCR. Desktop Analytics gives you new insights into how your agents work.

It’s the first application to provide insight into agent desktop activity - including desktop navigation skills, application usage, even typing skills and note taking.

Enkata’s Desktop Analytics offers unmatched visibility into every key metric for managing the contact center, agent performance, and the customer experience. It captures data on 100% of customer interactions at the point of customer contact – the agent desktop – and compares agent performance against peers and best practices.

Learn what Enkata Desktop Analytics can do for you:
 

Provide trusted First Call Resolution data
Reduce Average Handle Time
Drive process efficiencies
Identify common mis-practices
Support best practices
Identify top performers for best practice improvements

Learn how this new desktop behavior data supports current agent development programs for coaching, elearning, quality monitoring, and more.

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