Customer Relationship Metrics has launched Desktop Activity BI, the latest in a suite of managed analytics services offered by the company. Desktop Activity BI analyzes desktop activity and application performance data to provide insight into trends, best practices, and needed improvement. This data can guide customers in improving company policies, compliance, and application usage.
Jodie Monger, founder and president of Customer Relationship Metrics, said, "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 10-fold business benefit by better streamlining processes, making the jobs of call center agents easier, and in turn improving customer experience."
"Desktop Activity BI gives call center-based enterprises a window into the life of a call center agent. They can see where workflows are being interrupted by slow-to-respond desktop apps, hardware or software issues, which apps are used most often and actively, and which are not used at all. They can see how much copying and pasting between applications is required. They can see time wasted on non-work related activities," Monger continued. "All of this can ultimately drive corrective actions and changes to how agents work and performing legal compliance. By addressing these problems, companies can often increase efficiency, lower costs, and reduce the need for training, while at the same time making the experience better for both employees and customers."