You want your contact centre agents focused on customer satisfaction, not processes. etalk Introspect can help. By providing you with a clear, up-to-the-minute picture of your agents’ desktop activities, etalk Introspect lets you see how the work is flowing – and when it’s not. With etalk Introspect, you get the information you need to identify training opportunities, devise process improvements, and better understand how agents interact with your desktop applications.

• Optimises the power of your most-used software resources
• Enables agents to quickly respond to customers’ concerns and questions
• Helps identify opportunities for productivity, training, and policy enhancements
• Allows measurement of a broader range of Key Performance Indicators
• Eliminates the need for costly time/motion studies

Examining the interactions and processes within the contact centre is not enough. To stay competitive, you need measurable improvements. But knowing what to look for, how to analyse it, and more importantly, what to take action on, can be a daunting task. etalk Introspect can help you identify and take action on improvement opportunities in the call centre.