Monday, February 8, 2010

Next Generation Time and Motion (OpenSpan Events)

Contact Centers have for years realized the importance of monitoring everything they possibly can in their contact centers. From capturing handling times, recording screens, monitoring AHT, wait times, first call resolution rates, the $ cost per second on the phone, the $ cost of a lost customer and so very much more.

But what's missing I hear you say? I say, how can you possibly know what's missing? Especially if you don't know what other things can be measured.

So, since you don't know, let me tell you. Did you know, you can now monitor all activity, down to a granular level, of anything a user can do on their desktop? I'm not talking just what applications they started or stopped. That's easy. I am talking down to a granular level of monitoring every user interaction with every application and with each object inside that application. This computer generated "DNA" for each workflow has been the missing piece of enterprise analytics for years (unless you put a six sigma (time and motion) person at every desktop 24x7 with pencil, paper and a stopwatch!

Think of it, just pick one workflow in your organization. Say a mortgage refinance or to add a new device to a customers current plan. You know there are 6 or 10 applications involved in the workdlow. You know on average it takes a certain number of minutes to complete a task. You know you've trained everyone the same. BUT - what did each of your users REALLY do? in what applications? for how long? What buttons were pressed? what status was the customer in? How long before the agent went to the correct knowledge base article? Were the handling times of agents going to the knowledge base first, more or less than those agents who went there later in the workflow or not at all? What did the agents do in your Arizona contact center that made them 20% more productive than agents say in Georgia, except on Fridays after 3pm!

You see, when you really do see - into the heart of every workflow, on every desktop, with every application / human interaction, every field change, every button click. well, you get the point.

Desktop Analytics has been missing and it was a logical step for OpenSpan to takes it's Automation injection technology and have it monitor. Hence you have OpenSpan Events today. Run it on you users desktop and that's it. little to no configuration (unless you want to). I think Desktop Analytics is here and it's here to stay. Check it out.