Avoid Desktop Blind Spot: Gain Visibility Into Desktop Activities

Presented by

Mike Garner,Chief Customer Officer,Cicero

About this talk

Most contact centers use several metrics, call recording, and other performance management tools to identify areas of improvement and make necessary changes to their operations. Unfortunately, most contact centers also have a significant ‘desktop blind spot’ when it comes to what happens with non-phone activities at the desktop. How do you know if your agents are following business processes? How do you know if your processes are efficient and effective across desktop applications? What are the threats to compliance requirements such as PCI? Are you missing cross / up sell opportunities? The answers to these questions are found by capturing and analyzing agent activities at the desktop, so you can better manage agent productivity and identify areas for business process improvement. By gaining insight into desktop activities you can continuously, objectively and accurately measure and address: • Employee productivity (AHT, After Call Work, Training, FCR, etc…) • Procedural compliance and • Application performance

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