CXM Blog


Five Insights on Your Agents Desktops

January 20, 2016

Measuring the interaction between your agent and their desktop is a missing link in ensuring great customer service.  For years, performance management has been about average handle time, minimizing wrap times, and ensuring the agent is equipped to resolve the caller’s requests.   Once the agent is on the call with the client; the phone system becomes a stopwatch and has very little other data to offer.  The recorded call does not tell us how the agent is using the applications that help them serve the customer.  Desktop analytics provides powerful insights that can dramatically change your contact center’s performance. 

Here are five top insights:

Cut and Paste – The classic example of improving agent process performance is to identify and automate cutting and pasting between applications.  Cutting and pasting data is faster than typing it, but it is extremely inefficient and error prone.  The agent is focused on finding the customer data on another screen and pasting it, instead of focusing on the customer.  Typically this slows down the agent by about 10-15 seconds per transaction.  With the agent performing over one hundred transactions a day, that adds up to 15 minutes of reduced handle time.  In many contact centers that means being able to serve 3-4 more customers per agent per day.

Login Time –If your agents login to multiple applications, they could be wasting hours a day logging in and logging out.  Desktop analytics tools can measure the total time spent and track what applications are being used.  The toolkits that come with desktop analytics can then provide ways to securely automate the login processes with  a single login and reduce what can be a 20 minute process down to one login.  The system can even navigate to, and open the screens the agents need and have them ready to focus on your customers.  Multiply five minutes times four logins and logouts a day, and you have 40 minutes of paid work time recaptured per agent, per day.

Agent Workflow – You have given the agents tools to complete the job, but they have to use them properly in order to be successful.  Desktop analytics tools can validate programs are accessed in the right order to ensure an optimal customer experience.  It can ensure process adherence by identifying if a step was missed.  Like managing other parts of your contact center, transactions on the desktop follow a pattern.  By identifying when that pattern is broken; you can pinpoint performance improvement opportunities. 

Desktop Management – Desktops in your contact center may have been purchased at different times. They may have different processors, operating systems, browsers, and software.  Having out of date desktops can slow down your agent’s performance and contribute to a negative customer experience.  Desktop analytics reports on the operating systems, memory, hard drive space, and overall performance of the desktops in use, allowing you to pinpoint underperforming machines.

Application Management – Desktop analytics tools can monitor which applications are being accessed and how long the agent is accessing that application.  This allows management to identify authorized and unauthorized applications to ensure compliance with corporate standards.  This also allows for identifying applications that are never used.  In many cases, there are applications that are not used that take up memory on the machine.  By sun setting the application, companies may also realize a cost savings by not paying license or maintenance fees for applications that are not in use.

Through measuring and tracking the applications on the agent’s desktop, powerful insight can be gained to help streamline operations and improve the performance of the agents.  The best solutions do not just collect and report on the data.  It is critical to be able to take action on the intelligence you have gathered.  Instead of hiring custom programming services from all of your vendors, desktop analytics tools are complemented with powerful automation toolsets.  In the same way these tools are able to gather information, they can securely automate the processes necessary to keep your agents focused on your customers.  Once thought of as a luxury for the contact center, desktop analytics and automation tools have become a necessity that can quickly identify and eliminate waste due to inefficient technology and processes.