Call Center Scheduling Featured Article
Desktop Activity BI to Analyze Call Center Agent Activity and Scheduling
Customer Relationship Metrics, L.C. has recently launched Desktop Activity BI, a suite of managed analytics services for call centers and contact centers. Desktop Activity BI analyzes desktop activity and application performance data to provide insight into trends, best practices and needed improvement in the call center. This performance data can guide customers in improving company policies, compliance, scheduling, and application usage.
Desktop Activity BI gives call center-based enterprises a window into the life of a call center agent. Organizations will be able to see where call center workflows are being interrupted by slow-to-respond desktop apps, hardware or software issues, which apps are used most often, and which ones are not used at all. With Desktop Activity BI, they can also see how much copying and pasting between applications is required, and how much time is wasted on non-work related tasks.
Ultimately, this can drive corrective actions and changes to how agents work. By addressing these problems, companies can increase efficiency, lower costs, and reduce the need for training, while at the same time making the experience better for both employees and customers.
"Many call center managers think they're in need of more training programs to teach agents how to better utilize the multitude of applications and programs necessary to do their jobs. But instead, they would receive more than a ten-fold business benefit by better streamlining processes, making the jobs of call center agents easier, and in turn improving customer experience,” said Dr. Jodie Monger, founder and president of Customer Relationship Metrics.
Deployment of Desktop Activity BI begins with an in-depth assessment of the company's current customer experience-based business intelligence solutions. Once the project is planned, Customer Relationship Metrics puts the proper tools in place to collect and analyze data. The findings and impacts are calculated, and then the client meets with analysts who are trained to review and interpret the data.
Edited by Jamie Epstein