Agent desktop analytics delivers what CRM can’t

We’ve talked a lot lately about our advisory and managed analytic service solutions that look at external sources of data, like social media and customer conversations.  But just as important are those internal sources that are often overlooked.  Today, we announced the availability of Desktop Activity BI (Business Intelligence), a service solution that delivers targeted recommendations to improve the customer experience and reduce costs by analyzing and interpreting data that has been collected at the contact center agent desktop.

Taking a closer look at what applications are being used the most (or not at all), how and why workflows are being interrupted, where duplicated actions are needed, etc., can help Customer Relations Metrics’ analysts provide what CRM software can’t and inform companies as to what changes need to be made to improve customer relationships.  And as we said in our press release on Desktop Activity BI, “By addressing these problems, companies can often increase efficiency, lower costs, and reduce the need for training, while at the same time making the experience better for both employees and customers.”

Check out the full press release below, and let us know if you have any questions.

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