Desktop Analytics Ease Call Center Management

In the call center space, it’s not uncommon for the attention to quickly go to the latest innovations. We get excited about speech analytics, employee engagement and other buzzwords in areas that promise to make the lives of those in call center management much easier. In doing so, however, we tend to overlook some tried and true processes and capabilities already in place that give us great insight into where we are and we’re we need to be going.

Call center management solutions provider, Monet Software recently published a blog on this topic, pointing to the importance of desktop analytics and what this metric can still provide. While the company offers powerful solutions in speech analytics, workforce management and other innovations to improve outcomes in the call center space, it also recognizing the power in tried and true solutions you may already have.

To that end, desktop analytics can play a key role in the overall efficiency of the call center. When used correctly, desktop analytics, or DA, can deliver critical insights into agents and process. DA solutions capture and analyze all agent desktop activities in real-time, improving process automation and workflow along the way. The unique attributes of this platform include shining the spotlight on the issues that could be related to the system, operations or staff, while also providing guidance and improved process automation.

While this kind of insight, call center management can solve related problems without scheduling meetings and taking time away from the day-to-day activities that need to take place in order to run an effective and efficient call center. When integrated with workforce management and optimization solutions, DA serves as a tool call center managers can use to determine why processes have slowed and identify issues that need to be fixed. It also allows for confirmation of findings collected through other channels.

One of the best ways to drive results in the call center is to enable transparency. This means that call center agents need to know what agents are doing at their desks, whether or not their processes and activities are in compliance with government or agency guidelines when gathering information and where procedures, scripts, etc. are falling short of goals and expectations. Analytics captured from the desktop can offer keen insight and allow for quick decisions on the fly.

When the everyday goal is to improve processes, reduce the cost of operation and deliver value to the company and the customer, real-time insight into everyday processes can improve outcomes for call center management, producing a healthier bottom line

Edited by Stefania Viscusi