Your employees appear to be working hard with heads down and keyboards clicking away at their desktops. However, low productivity, and frequent errors and omissions could indicate that their attention is focused elsewhere.
According to a Salary.com survey, one of the biggest reasons for a loss of productivity and rise in errors is due to employees surfing the web. The survey revealed 64% of employees visit non-work related websites every day at work. Of that group, 39% spend one hour or less per week, 29% spend two hours per week, 21% waste five hours per week, and only 3% said they waste ten hours or more doing unrelated activities. It’s a well-known fact that employees that know they are being observed (the Hawthorn Effect) will be more aware of how they are performing.
Here’s the good news! Desktop analytics technologies can track every click. With new insight into when and where staff surfs the Internet, companies can establish policies for Internet usage, implement productivity improvements and, and identify bottlenecks and streamline processes across the enterprise.
Desktop analytics can be applied to both the front (contact center) and back office to improve performance, compliance and actionable knowledge. Benefits of desktop analytics are real-time event detection and user-defined “next-best actions” to automatically guide employees through workflow sequences.
Example 1: When transaction workflows are not followed, desktop alerts can automatically prompt an agent to the correct action.
Example 2: If an employee exceeds the allotted transaction time, an alert is triggered that can identify at what point in a transaction the employee is getting hung up. Analytics can pinpoint exactly where additional training is required or if a workflow needs to be refined.
Example 3: Desktop analytics applications can also alert if an employee opens a non-work related site like Facebook while in the middle of an automated transaction workflow.
Example 4: If a valued customer calls to cancel a service, a user defined message will screen pop to immediately escalate to a VP of customer service to intervene before the cancellation is completed.
Regulatory compliance is vital to many industries. Desktop analytics can assist with PCI-DSS credit card compliance by automatically detecting the payment card screen and omitting the entry of sensitive data during recording so financial information is not captured.
Although desktop analytics may seem daunting to implement, it’s essential to find a vendor who can identify the root causes you are facing. Request that they develop a ROI to justify the project using your own data. You want a vendor who will work with you to implement, test, and deploy the solution.
Adopting a well-developed desktop analytics program can help you
- Improve employee productivity
- Realize significant cost savings
- Deliver a consistent customer experience
- Assure compliance and policy adherence