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Analytics

Learn how Speech Analytics and Desktop Analytics help you get more insights into contact center performance

Desktop Analytics Hints, Tips & Best Practices

Desktop analytics offers call center managers a way to capture and analyze agent activity at the desktop level. The data gathered about individual application usage and across applications will not only impact the customer experience, but the IT resource budget as well.

What makes desktop analytics unique is not just the capability of turning a spotlight on system, operational, or staff-related issues; it is the system’s ability to provide guidance and improved process automation, so these problems can be solved without scheduling meetings and taking time away from the day-to-day challenges of running a call center.

Are you ready for desktop analytics? Check out the following blogs and articles for more information. Or, click here to discover how many call center managers have benefitted from Monet’s Desktop Analytics solution. Still have questions? Search for answers here.

Why is Speech Analytics Worth the Investment?

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We get it – call centers have a lot on their plates these days, with adapting to chat and social media, email and other channels, while maintaining quality in responding to calls. But even with these challenges, speech analytics is not something that should be viewed with a “we’ll get to it eventually” approach. 

The faster speech analytics is implemented, the faster it starts helping call centers reduce average handle time, improve service and increase company profits. 

Speech analytics recognizes why customers are calling and communicates this information to agents. That puts agents in a better position to handle the issue efficiently, and shorten the length of the call. 

Speech analytics recognizes trends in what customers are asking about – that could influence new product development or changes to existing products and ultimately boost sales. 

Speech analytics turns every phone call into a source of valuable customer data. While some call centers are still getting by on monitoring a fraction of total customer engagements, here is a solution that truly provides a big picture perspective on what the entirety of a company’s customer base is thinking, feeling, and desiring from that business. 

Speech analytics improves quality assurance by monitoring agent engagement and script compliance, gauging the effectiveness of greetings and closings, and pinpointing words or phrases used by customers that signal dissatisfaction, when there is still time for that relationship to be saved. 

These are just some of the reasons why speech analytics, and in particular Monet’s Speech Analytics solution have been so popular. Isn’t it time your call center started transforming voice data into critical business intelligence? Find out more about Monet Analytics.



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Moment-Driven Data

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One of the less heralded attributes of a technologically proficient contact center is its ability to deliver insight into customer behavior – how to identify it, and how to change it. 

Through call recording, speech analytics and performance management, a contact center can learn a lot about a company’s customers – what they like, what they don’t like, what they want from the company that they’re not getting and what they hope will never change. 

Much of this analysis will be after-the-fact, which certainly still makes it valuable. What you learn today can pay dividends tomorrow. But sometimes a contact center can go one better – with real time analytics, it can identify a moment within an ongoing customer engagement in which action can be taken immediately to bring about a positive result. 

Such moment-driven data is already being generated by workforce optimization and speech analytics. Agents must then be trained to recognize these moments and proceed accordingly. 

Every call, even those that start as complaints or the cancellation of an order, is an opportunity to create a better customer relationship. 

This will only become more challenging as contact centers embrace omnichannel opportunities, but once those channels are in place they will begin generating data from day one. When contact centers can target customers across devices, and identify moments based on previous predictors to deliver an upsell or special offer with a higher likelihood of success, that is next-generation marketing. And you don’t need to wait for next-generation technology to start – check out Monet WFO Live



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Choose the KPIs That Matter Most

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Every contact center strives toward the same operating efficiency and customer service goals. However, each one is also unique, and faces its own specific operating challenges. 

The establishment of key performance indicators (KPIs) is the first step toward consistent performance. KPIs, which are optimally monitored and measured by a workforce management solution, provide the data that fuels analytics, testing, development, efficiency, and productivity. 

There are standard KPIs for every contact center, and they are all important. It is the manager’s job to focus on those where improvement is needed most, so discussions can begin on how to make that happen. 

Common contact center KPIs include:

Hold times

Calls made per agent, per day

Call response times

Leads generated per hour

Average handle times

Agent talk times

Average wait time for agents

Once again, the main purpose of KPI establishment and analysis is to create clearly defined goals for improving efficiency and service at the contact center. It is much more difficult to achieve cost reduction or boost sales without knowing how many calls are taken per hour or per shift, how long they last, and how many result in a sale. 

When you have your goals established, don’t keep them a secret. They will be created by managers but must be disseminated to every agent to keep them on task throughout their shift. 

And of course, KPI tracking becomes much easier, as well as more accurate, with a workforce management solution in place – preferably one that is cloud-based, so there is no issue with monitoring remote agents, and the contact center can avoid maintenance costs, hardware costs and software upgrade costs. 


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Analytics, and Getting to Know Your Customers Better

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What is it that your customers really want?

That question is (or should be) the departure point for so many decisions that impact contact center operations. If you don’t know what they expect (or these days the better word might be ‘demand’) from your business, it’s a lot more difficult to give it to them.

You can ask them, of course, with customer feedback surveys, but analytics provides more detailed and accurate insight into every aspect of the customer experience. Used properly, analytics deliver a proactive view of current and future trends that will impact forecasting, product development, marketing and other operations. 

Imagine: Analytics identifies a customer that, from their words or actions, is about to sever ties with your company. A special offer personalized to their needs, presented during this critical time, might save the relationship. 

Monet offers both speech and desktop analytics solutions that provide an array of customer information; often at the time it is needed most. As agents speak to customers, analytics can offer such important data as their purchasing history, their value as a customer, their temperament, and the outcome of their previous contact center experiences. Knowing this, an agent can react accordingly, or perhaps even route the call to an agent that worked well with that customer in the past.  

And while analytics has traditionally focused on calls, the same strategy can be used for social media (now the first choice for millennials), as well as self-service and digital channels. You may not be able to sense mood from a customer’s voice this way, but contact patterns and word choice can be analyzed to determine the most appropriate next step. 

Today, however, more than 50% of contact centers still lack any social media capabilities, much less the analytics that make these channels important sources of customer data. 

Is it time for your contact center to discover the benefits of analytics?





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Five Reasons to Be Thankful for Speech Analytics

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With Thanksgiving coming up, November is a time to be thankful for many things that make our lives easier and better. Many contact centers would count a speech analytics solution in this category. If you haven’t yet added a speech analytics tool to your business, here are five reasons you might be saying ‘thank you’ for it next year – or even sooner. 

1. It Turbocharges Customer Data Collection

Speech analytics delivers critical business intelligence that boosts both agent performance and the customer experience. Traditionally the same type of data was collected by call recording. But caller patterns that would take weeks to learn with that effort can now be achieved in minutes. 

2. Real Time Reactions

Speech analytics generates automated alerts triggered by voice data, whether that’s the use of profanity, use of the word “cancel,” or the mention of a specific new product or service. By being alerted to these calls in real time, managers can react to impact their outcome, which could mean the difference between keeping and losing a customer.

3. Better Compliance

Should you ever need to demonstrate how your contact center is meeting established criteria for keeping credit card information safe, speech analytics can quickly search through thousands of calls and highlight any in question by locating the precise language used in each conversation. Even single words can be flagged and calls brought up for review. 

4. Improved Procedures

Speech analytics also delivers additional customer service benefits that impact agent training and overall efficiency. By exploring not just what is said on a call but how it is said – specifically the customer’s demeanor and choice of words – it is easier to discover which contact center policies and procedures might need to be changed. 

5. Cutting Costs

One public utility in Las Vegas, Nevada used speech analytics to deliver insights on delinquent customers. The data generated led to a change in procedure on how and when these customers should be notified. The result? More customers paying their bills. In one year the savings in cost avoidance in having to pursue these delinquent accounts reached $3.6 million. Speech analytics also delivers better marketing intelligence in other areas at a fraction of the cost of traditional methods. 



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WFO and Analytics: A Perfect Match

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Their functionality may be different but the objective of workforce optimization (WFO) and analytics, when employed in a contact center, is effectively the same: to provide customers with a more positive experience. 

And at a time when customer experience has become a greater differentiating factor in what separates one company from another, both WFO and analytics can play a vital role in maintaining customer loyalty, and attracting more customers from positive posts and responses viewed on social media. 

With workforce optimization, contact centers can automate such important functions as workforce management, call recording, quality management, screen capture, performance management and tracking key metrics. Analytics is more customer-centric, providing centers with insight into the customer types and the nature of each inquiry, so calls can be routed to the agent best suited to deal with them. 

As both tools work toward the same goal, doesn’t it make sense to acquire them in a way that assures they will efficiently work together? 

At Monet, our speech analytics and desktop analytics are incorporated into our WFO Live solution to help maximize agent productivity and performance. For basic call centers or contact centers that offer omnichannel interactions between agents and customers, this powerful alliance of WFO and analytics can better meet your customer needs, help you to better utilize your resources, and improve service levels.



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How Much do Agents Need to Know about Analytics?

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Analytics is one of the primary drivers for measuring contact center performance. With the remarkable range of data now available through workforce management and workforce optimization solutions, as well as speech analytics and desktop analytics tools, managers now have the information they need to find out where the business is excelling, and where improvement is possible. 

However, in most cases any change in performance starts at the agent level. And agents are not likely to be familiar with the way analytics work. Does this need to change?

First Option: Crash Course in Analytics

Should a contact center consider adding an understanding of analytics to agent training? One could argue that knowing the reasons behind call center policies on how agents engage with customers might lead to a greater understanding of why these techniques are important. 

However, many agents may not have the background or education that would help them grasp the intricacies of analytics. Generating and interpreting data may be best left to managers and executive-level staff.  

Second Option: Training Based on Analytics

When a person starts a new job, whether it’s in a contact center or a fast food franchise, a manager will familiarize the new hire with the way their job should be performed, and how to follow company procedure. It’s not necessary for the employee to know why these procedures are in place. 

This may be a better way to incorporate analytics into initial training and regular coaching sessions. Agents are often instructed to provide upsell opportunities to customers; analytics can provide insight into which customers should receive which offers. The results of this analysis is shared with agents so they will know how to proceed when these opportunities arise – but it is not compulsory for them to know why Customer A is offered an extended warranty, while Customer B receives a different pitch. 

What if an agent asks questions about how these decisions were made, and shows a genuine curiosity in the way analytics work? Encourage these interests – this might be someone who could be groomed for a management level position.  



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(Re) Introducing Desktop Analytics

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Speech analytics has been a hot topic within the contact center industry over the past 2-3 years. But desktop analytics, which has actually been around longer, does not always get the attention it deserves. Monet offers speech and desktop analytics solutions, and both can play a pivotal role in the efficiency of your contact center. 

Perhaps this technology needs a new introduction to a market this is flooded with analytics ideas and solutions. This is one that merits your attention. 

Where speech analytics is primarily customer-focused, desktop analytics (DA) delivers insight on your agents and your processes. It captures and analyzes all agent desktop activities in real time, and it improves process automation and workflow. 

What makes (DA) unique is not just the capability of turning a spotlight on system, operational, or staff-related issues; it is the system’s ability to provide guidance and improved process automation, so these problems can be solved without scheduling meetings and taking time away from the day-to-day challenges of running a contact center. 

Desktop analytics is available as a standalone product, but our DA solution is one that works within and enhances our WFO suite. It is yet another tool available to managers trying to figure out why some processes have slowed and where issues need to be fixed. It also provides a way to confirm findings collected from other means.  

Are you Ready for Desktop Analytics? 

If you want more transparency into how your contact center functions, what agents are doing at their desks, whether your business is in compliance with government or industry guidelines on information gathering, and where your procedures are falling short of expectations, desktop analytics may have the answers. 



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How One Public Utility Saved $3.6 Million with Speech Analytics

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Speech analytics has not yet become standard equipment at contact centers, but with success stories like this one, it’s only a matter of time. 

In Las Vegas, Nevada, the Las Vegas Valley Water District added speech analytics and it proved particularly beneficial at delivering insights on delinquent customers. The data generated led to a change in procedure on how and when these customers should be notified. The result? More customers paying their bills. That reduced the number of trips by service technicians to shut the water off, as well as return visits to turn it back on. In one year the savings in cost avoidance reached $3.6 million.

This is just one example of the ROI that can be achieved through a more precise identification of customer insights, made possible with speech analytics. Because the overwhelming majority of customer interactions through contact centers are unstructured, more companies are discovering the value in leveraging speech analytics to structure conversations and uncover customer preferences and needs. 

But right now such solutions used in less than 25% of all organizations. This market is projected to expand significantly in years to come.  

Sometimes, the voice of the customer is saying something without actually saying something. Speech analytics makes it possible for contact centers to place conversations in context and understand the meaning behind them. 

With Monet WFO Live’s speech analytics capabilities, contact centers gain even more insight from their call recording solution. With automated alerts triggered by voice data, managers have access to critical business intelligence that boosts both agent performance and the customer experience. 



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How to Implement Desktop Analytics

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We have covered the benefits of desktop analytics in previous blogs; it’s one of the best ways to analyze how people, processes and technology work together. But what is the best way to implement a desktop analytics solution? 

If you have specific questions, contact us and we’ll talk you through the process. But if you’re not sure yet, two recent blogs provide a helpful primer on creating the right configuration to capture the necessary data. More...


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Desktop Analytics = Greater Insight

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Every technology investment for a contact center should have a clear purpose behind it. There are a number of benefits associated with a desktop analytics platform, but if they had to be summed up in one word, that word might be “insight.”

Call center intelligence is all about gaining insight – in this case, into the important relationship between contact center agents and the technology they use every day to deliver the level of service that both customers and managers expect. 

Desktop analytics offers call center managers a way to capture and analyze user activity at the desktop level. Performance is automatically monitored and measured against a defined business workflow, to determined how well key metrics are being achieved. More...


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What is Desktop Analytics for Contact Centers?

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The relationship between call center agents and call center technology plays a significant role in how well customer service expectations are met. Desktop analytics provides a means of analyzing how well that relationship is working, and where it could use some improvement.

Desktop analytics offers call center managers a way to capture and analyze user activity at the desktop level. The data gathered about individual application usage and across applications will not only impact the customer experience, but the IT resource budget as well. More...



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