|[April 26, 2012]
Customer Relationship Metrics Launches Business Intelligence Managed Service to Analyze Desktop Activity
STERLING, Va. --(Business Wire)--
Relationship Metrics, L.C. has launched Desktop Activity BI™, the
latest in a suite of managed analytics services offered by the company.
Desktop Activity BI analyzes desktop activity and application
performance data to provide insight into trends, best practices and
needed improvement. This data can guide customers in improving company
policies, compliance and application usage.
Dr. Jodie Monger, founder and president of Customer Relationship
Metrics, says, "Many call center managers think they're in need of more
training programs to teach agents how to better utilize the multitude of
applications and programs necessary to do their jobs. But instead, they
would receive more than a ten-fold business benefit by better
streamlining processes, making the jobs of call center agents easier,
and in turn improving customer experience."
"Desktop Activity BI gves call center-based enterprises a window into
the life of a call center agent. They can see where workflows are being
interrupted by slow-to-respond desktop apps, hardware or software
issues, which apps are used most often and actively, and which are not
used at all. They can see how much copying and pasting between
applications is required. They can see time wasted on non-work related
activities," continued Dr. Monger. "All of this can ultimately drive
corrective actions and changes to how agents work and performing legal
compliance. 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."
Deployment of Desktop Activity BI begins with a thorough assessment of
the company's current customer experience-based business intelligence
solutions, followed by the creation of a targeted project. Based on this
plan, Customer Relationship Metrics puts the proper tools in place to
collect and analyze data. Once the findings and impacts are calculated,
clients meet with analysts who are trained to review and interpret the
ABOUT CUSTOMER RELATIONSHIP METRICS, L.C.
Customer Relationship Metrics, L.C., headquartered in Sterling, Va., is
a provider of managed call center analytics and advisory services.
Customer Relationship Metrics' business intelligence solutions use SaaS (News - Alert)
data collection and reporting tools combined with subject matter
expertise to significantly lower the in-house total cost of ownership
and to eliminate the skilled personnel gap.
For more information, visit http://www.metrics.net/blog
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