20 Unique Back Office Metrics from Desktop Analytics
The workstation is a gold mine of information. Companies are using desktop analytics to capture practically any business data or activity across apps, time, users and departments and then make surgical process improvements. Unlike commonly used metrics from telephony, network monitoring and others, desktop analytics delivers unique metrics for the back office. Here are just 20 – a small sample.
Customer experience management has been with us for more than 10 years, but it has been getting even more attention lately. Traditional and primarily transactional approaches to customer service are giving way to more sophisticated approaches for an increasing number of enterprises. Studies have found linkages between engagement and increased customer loyalty, improved customer retention and revenues.