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.
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