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Post by shiyabul on Aug 21, 2024 1:00:23 GMT -4
Q. What methods and tools do you see contact centers adopting to enable greater agent productivity and why? TRUDY CANNON: Providing a single desktop experience for the agent and giving managers the ability to measure and track desktop activity will have the greatest impact on improving agent productivity in the contact center. With desktop analytics, managers now have real-time data versus anecdotal observations to drive agent feedback during coaching sessions. They can use this data to help agents focus on the right activities https://lastdatabase.com/ to improve productivity and capacity. By understanding how agents use applications during interactions, managers can correct behaviors and identify and share best practices across teams. And when paired with other workforce engagement solutions, organizations can further improve employee performance, compliance, and productivity. For example, managers can program automated alerts based on employee desktop activity. If an agent opens a screen or account file outside their scope of work, they and their manager can get an alert of non-compliant behavior for immediate correction. Desktop activity data can be used to verify schedule adherence and facilitate reconciliation of hours worked. In addition, application data can be leveraged to provide real-time guidance on the next step or action to take.
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