In Desktop Analytics: Mining for Gold on the Agent Desktop, Paul Stockford of Saddletree Research explores how agent desktop activity can help you identify why your best agents are your best so you can share these best practices for immediate performance gains. You'll learn:
* Why current approaches have not been able to paint an accurate picture of performance
* How agent desktop activity can provide a gold mine of data to uncover hidden productivity issues that drive handle time and hurt your bottom line
* How analyzing data from agent desktops can also expose system problems that effect productivity
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