Contact center managers have access to lots of detailed information about what their agents are doing on the telephone. What about their desktop systems? Problems in this are tend to go unnoticed due to a lack of visibility. Things like poor typing skills, inefficient desktop navigation and insufficient use of knowledge bases can all add significantly to call handling time. But how does a manager find out which agents need help with what specific issues? That’s where desktop analytics and agent activity tracking software provide a great deal of value. Desktop analytics provides the necessary visibility for managers to pinpoint knowledge gaps and identify individual training/coaching opportunities.
Inefficient use of desktop applications can wastes time, and those seconds can end up costing millions. Even small differences in agents’ work behaviors, such as the use of quick keys, can have a huge impact on contact center productivity. Desktop analytics tracks 100% of every agent’s desktop interactions and provides detailed insights into individual behaviors that impact productivity and increase costs.
Even call center agent receives training, but not everyone learns at the same pace. As a result, coaching cannot be applied universally to the entire group. Desktop analytics helps pinpoint exactly where each agent struggles, allowing managers to target coaching to address individual needs.
Desktop analytics also provides insights into the performance of the desktop itself, like slow response times and errors, that affect agent productivity. These types of performance issues are usually just accepted as normal and go unreported, but they also waste valuable seconds that accumulate into minutes and house of lost productivity.
Macro-level productivity indicators like AHT and ACW are important for assessing the overall performance of the contact center, but performance improvement is driven at the individual agent level. Desktop analytics provides the micro-level visibility necessary to identify and address individual agent performance issues.