Analyze employee desktop activity to gain operational intelligence.
A wealth of operational insights resides on your employee desktop. Verint desktop analytics solutions capture real-time, objective data to help you address three common contact center challenges:
· Ensuring compliance
· Improving employee productivity
· Optimizing processes.
Let us show you how.
How can I ensure agents are following compliance steps?
Keeping up with privacy, industry and government regulations is an ongoing battle for contact centers. Being able to take actions in real-time to ensure steps to meet compliance requirements are taken can give your contact center a competitive advantage and reduce the risks of penalties and fines.
Verint Compliance Triggers can help contact center managers and compliance officers be confident they are meeting regulatory requirements.
How can I improve agent focus and productivity?
Today’s multi-channel, multi-site contact centers make it increasingly difficult for agents to work efficiently. So how do you keep your agents focused and performing at maximum productivity?
Verint Application Visualizer leverages desktop application usage to help contact center managers understand how agents are spending their time, identify if an agent needs coaching, and share best practices of their top performers. This real-time insight can help improve employee productivity and increase overall capacity.
How can I optimize my processes?
Optimizing processes to remove bottlenecks, unnecessary steps, or automate steps can help contact centers increase employee productivity, speed processing times, and improve the agent and customer experience. But how do you identify the opportunities for improvement?
Verint® Desktop and Process Analytics™ (DPA) is an innovative, cloud-based solution that provides contact center leadership with real-time insight into processes and workflows that employees perform. The solution can capture desktop events that signify key execution points on processes. This data can be used to:
- Visualize process workflows and volumes
- Analyze handle times for processes and process steps
- Create a repository of actions taken for individual work items for quality and compliance reviews.
Are employees following the right process steps/workflows?
Using real-time desktop activity, Verint Desktop and Process Analytics can create visual maps of the actual paths employees take to execute a process. The solution quickly shows process variations, bottlenecks, the number of employees following each path, and where key steps are being skipped. Managers, business analysts, and business process executives can use this data to:
- Analyze workflows for opportunities to streamline and support Lean or Six Sigma methodologies
- Identify outliers for coaching and/or retraining
- Drive processing consistency and adherence
- Identify opportunities to automate process steps.
Organizations can act on this insight to improve operational efficiency and customer experience by ensuring processing consistency and compliance, increasing processing speed, improving quality and reducing rework.
How can I determine and measure employee performance against a standard handle/resolution time for each process type?
To effectively balance efficiency and customer service, organizations need to understand how long the work actually takes to execute. If you estimate handle times incorrectly, you can end up overstaffed and incurring unnecessary costs, or understaffed and deliver a poor customer experience.
Verint Desktop and Process Analytics automates the collection of process step handle times for more accurate capacity planning and to identify coaching or retraining needs. The solution captures process level detail based on employee executed desktop events, reducing or eliminating the need for costly manual observations, compilation and analysis to determine process handle times.
How can I assess the quality of work items across multi-touch processes?
Traditional quality management solutions are designed to evaluate the performance of an individual on a single transaction. But what happens when a work item is complex and moves across multiple people and departments. If there’s a quality issue, how do you trace the error back to the source?
Verint Desktop and Process Analytics enables organizations to create a repository of actions taken on any work item. This collection of data points (voice, screen, desktop actions) can then be reviewed for quality and processing compliance. Managers can review a piece of work from beginning to end.
The solution can tag interactions and processing points with descriptive data, such as work type, customer ID, work item identifier, which enables both random quality sampling as well as targeted reviews.
We also offer Verint Operations Visualizer, a solution that can enable you to quickly assess employee performance, identify atypical behaviors, and provide staff with visibility into their performance against goals. Read the Non-Profit Health Insurer case study.
Verint Robotic Process Automation can provide your organization with additional benefits by enabling you to automate entire tasks or processes, increasing employee performance and quality by automating them around the clock and offloading these manual tasks from employees so that they can focus on more value-added activities.