In workforce optimization (WFO), desktop analytics is the ability to capture data from standard desktop applications, such as customer relationship management (CRM), enterprise resource planning (ERP), electronic health record (EHR), customer support and help desk ticketing systems; and integrate that data into the call recording database. Enhancing the metadata related to recorded customer interactions increases the likelihood of identifying trends, similarities and anomalies within the records.
While you could capture any field from a desktop application, the best fields to capture are ones that can join or unify disparate recordings using a common identifier such as customer number, patient number, closed/won/lost status, support ticket number or case number.
The primary goal of desktop analytics varies per industry and per organization. Within traditional workforce optimization environments the metadata is commonly used to improve service and quality levels of agents in a contact center. However, further analysis of the data can uncover invaluable product, service, security and customer satisfaction developments within the entire organization.
Here are some examples of how desktop analytics can be used to drive incremental value for an organization:
Fraud Alerts: In banking or financial services multiple calls in a short time period on the same account number could flag a fraud alert. Desktop analytics can associate customer numbers, account numbers, order numbers, etc. to the original recorded calls. Further review of the recorded calls could quickly resolve or escalate the concern.
Denial of Service Complaints: In a healthcare environment, recorded communications are constantly happening among doctors, nurses, departments, insurance providers and family members. The ability to use a patient ID or case number, etc. brought in by desktop analytics to rapidly find all recorded conversations relating to a patient or their required services (such as admittance or transfer) can quickly resolve any miscommunication.
Process Audits: Government agencies such as Centers for Medicare and Medicaid Services (CMS) or other insurance providers may require voice documentation for specific recipients or policy holders to verify process adherence. The additional metadata provided by desktop analytics allows a user to create dynamic queries to locate all recorded calls related to a specific policy number, case number, account number, etc.
“He Said/She Said” Disputes: Customer service is a top priority in every industry. However there are times when some guests may try to take advantage of an organization’s generosity and flexibility when, for example, playing the reservations department against the front desk to get a better rate, upgraded room or additional amenities. Desktop analytics allows a customer service agent to quickly and discretely locate all recorded calls related by a reservation number, confirmation number, membership number, or customer number to efficiently resolve disputes to protect the interests of the organization while properly serving the guest.
Improve Business Processes: Desktop analytics can bring any field from a desktop application into the metadata of a recorded call. Opportunity and order status are common fields used to analyze business processes. Further evaluating calls based on cancellations, returns, closed/no sale or closed/lost can uncover a variety of trends in service levels, product quality, pricing or delivery issues. Desktop analytics can also provide data that recognizes agents for a job well done. Opportunities that are won or resolved on the first call can identify positive trends and even capture processes or techniques that need to be shared as best practices.
Desktop analytics plays a valuable role in both traditional quality management and more advanced business intelligence uses. The ability to improve your customer experience, customer satisfaction and internal business processes through the use of additional application metadata is a competitive advantage that should be considered when implementing a workforce optimization solution. For more information on how desktop analytics can enhance your internal processes, please visit www.dvsAnalytics.com.