Contact centre analytics is a gigantic market. Valued at over $700 million in 2017, it is expected to cross a whopping $1.4 billion by 2022 at a more than healthy growth pace of 15.9% CAGR. We have all heard about call analytics, sentiment analytics, speech analytics, and other similar components of this market – but one segment that is often overlooked is desktop analytics.
Read on to learn how desktop analytics could help improve compliance adherence and optimise process flows at your contact centre.
What is Desktop Analytics?
You can define desktop analytics as a data processing solution that automatically monitors and captures agent desktop activity to reveal insights into agent performance.
Some of the things observed by desktop analytics include keystrokes, data entry, usage duration, fields accessed, application utilisation, and usage patterns. Essentially, desktop analytics provides team leads and contact centre managers with a window into how agents are using their desktop tools and if they are adhering to predefined application usage best practices.
4 Use Cases for Implementing Desktop Analytics
Desktop analytics isn’t just about monitoring employee activity or process adherence. It can help you meet important KPIs by: