Many organisations have little or no visibility into the activities and processes of their employees. This lack of visibility can make it difficult to recognise process and staffing issues -and opportunities -that can contribute to the overall efficiency, quality and cost of customer service.
The Benefits Of Process Analytics
Impact 360 Desktop & Process Analytics provides visibility into employee desktop activity across different systems, applications and processes. By enabling these latent aspects of customer service operations to be tracked, measured, analysed and refined, Desktop & Process Analytics can help improve efficiency, reduce costs and liability, and enhance the customer experience.
Process Analytics Application Event Trigger
Automatically captures transactions and data across communications channels and systems, including email, Web, and business applications. Transactions are recorded through user-defined, screen-based triggers, which enable capture of specific business functions based on the values of individual application fields.
Application Analysis
Tracks and reports on all PC application activities on the employee desktop, showing which applications employees use—including how they use them, when, and for how long. Supervisors can observe patterns in workflow and computer usage, and identify non-work related activities that can dramatically impact service levels.
Process Analysis
Enables specific processes to be defined, then tracks the volume and status of workflow as it moves through those processes using sequences of trigger data and application usage patterns from Application Event Trigger and Application Analysis.
Process Discovery
Graphically maps, step by step, how employees execute processes based on their actual PC activities. The solution captures data and automatically creates process diagrams in Microsoft Visio®, enabling supervisors to spot frequently followed paths, process efficiencies, and exceptions, then use this information to develop best practices, training and more.
Data Propagation & Process Guidance
Reduces duplicate data entry by automatically replicating data elements from one application to others, without application or database integration. Delivers real-time guidance to employees by displaying on-screen instructions, alerting a supervisor to offer assistance, or launching a sequence of steps automatically, based on content displayed on the screen.
Please contact us for more information about desktop and process analytics.
