Back-office and Desktop Analytics Solution
It is important to provide the right tools and monitor how the employees, particularly the back-office customer service agents, are using their desktops. Their productivity issues can directly affect the quality of service and throughput.
Typical productivity related issues that require immediate attention are: lack of automation tools, inability to use applications such as CRM comfortably, doing something that is not related to work (playing games, Internet browsing that is not related to work, chat etc), not adhering to the scheduled lunch/coffee breaks and not following the work/ application usage rules.
Metrica's back-office and desktop analytics solution is comprehensive tool to automate manual processes and monitor agent productivity as well as customer service issues.
Business benefits of Metrica's back-office and desktop analytics solution are:
- Automation of manual tasks
- Boosting of workforce productivity across individuals, teams, businesses and locations
- Prompt identification of application performance issues affecting agents and hence customer experience
- Early identification of employee training needs to improve their efficiency
- Reduction of overall operational costs
