In the real world, contact center agents are often presented with comparable calls under similar circumstances yet the outcomes are frequently inconsistent, and performance metrics can vary wildly among agents. The answer why this occurs lies in performance factors that are overlooked or undetected by the generally accepted agent performance measurement tools in use today.
Despite the use of monitoring and coaching tools and the best intentions of those tasked with coaching and training customer service agents, performance still varies. The best agents still outperform average agents under comparable conditions regardless of equality in coaching and attention received. This fact of life has confounded contact center supervisors and managers for as long as there have been customer.
Desktop software solutions represents a breakthrough in uncovering, tracking, measuring and addressing previously undetected desktop activities that may be impacting agent performance. In a new white paper from Enkata, Mining for Gold on the Agent Desktop, written by SaddleTree Research, shows how agent desktop activity can provide a gold mine of data to uncover hidden productivity issues that drive handle time and hurt your bottom line.