Post by shiyabul on Aug 21, 2024 4:14:03 GMT
These virtual agent desktop tools can: Help identify whether agents are using correct applications in response to customer queries.
Indicate if agents are struggling and need coaching to improve https://lastdatabase.com/ performance. Signal if there are opportunities to reduce downtime and increase productivity and capacity. These solutions sit unobtrusively on the employees’ desktops and captures high-level activity. This information is grouped into predefined categories, such as customer/production-related, non-production, idle, and inactive time. Managers can compare time spent in these application groupings against peers and team goals.
The data quickly shows agents who are falling behind so managers can make corrections as needed, helping improve productivity and the CX. DANA SHALEV: The shift towards more digital touchpoints is impacting the metrics to measure performance and productivity. Traditional AHT is no longer relevant in the asynchronous nature of interactions. This also applies to other parameters such as first response time (FRT).
Indicate if agents are struggling and need coaching to improve https://lastdatabase.com/ performance. Signal if there are opportunities to reduce downtime and increase productivity and capacity. These solutions sit unobtrusively on the employees’ desktops and captures high-level activity. This information is grouped into predefined categories, such as customer/production-related, non-production, idle, and inactive time. Managers can compare time spent in these application groupings against peers and team goals.
The data quickly shows agents who are falling behind so managers can make corrections as needed, helping improve productivity and the CX. DANA SHALEV: The shift towards more digital touchpoints is impacting the metrics to measure performance and productivity. Traditional AHT is no longer relevant in the asynchronous nature of interactions. This also applies to other parameters such as first response time (FRT).