Contact Center Solutions Featured Article

Customer Relationship Metrics Adds To Managed Call Center Analytics Services

April 30, 2012

While once upon a time the conventional wisdom in any business was that there is no such thing as too much data. Given the amount of data available today, that's not always true. Too much data, or intelligence stratified in the wrong way, can be a useless distraction. It's important, particularly in the call center, to make sure the right intelligence is being delivered at the right time to the right people in the right way. To help further this goal, Customer Relationship Metrics, L.C. recently launched Desktop Activity BI, the company's latest in a suite of managed analytics services. Desktop Activity BI analyzes desktop activity and application performance data to provide insight into trends, best practices and needed improvement. This information can guide customers in improving company policies, compliance and application usage, said the company.



“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, said Dr. Jodie Monger, founder and president of Customer Relationship Metrics, in a press release.“But instead, they would receive more than a ten-fold business benefit by better streamlining processes, making the jobs of call center agents easier, and in turn improving customer experience,” she added.

“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,” continued Dr. Monger. “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.”

To help companies get their analytics in order with Desktop Activity BI, Customer Relationship Metrics begins with a thorough assessment of the company’s current customer experience-based business intelligence solutions, followed by the creation of a targeted project. Based on this plan, the company puts into place the proper tools to collect and analyze data. Once the findings and impacts are calculated, clients meet with analysts who are trained to review and interpret the data.

For more information about Customer Relationship Metrics, visit http://www.metrics.net/blog.




Edited by Brooke Neuman

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