Desktop - QPC...modules, you can collect and report information from any agent desktop application...
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3D Data results from the powerful inter-relang of customer interacon and transaconal data in real-me. Crucially it also provides context for every event – the why surrounding every interacon – throughout the enre customer journey. Once collected the data is organised to give you the context of the complete customer experience. Powerful tools for desktop data collecon and analysis QPC Desktop is a group of applicaons that enable a deeper understanding of contact centre performance on the desktop. By enabling the real-me capture of user desktop acvity, measuring and analysing tasks, processes, applicaon usage and customer transacons in greater detail, it provides a highly effecve means of understanding agent performance in the context of customer experience. Benefits of QPC Desktop include: Unique 3D Data combining interacon and transacon detail with customer profile data aached in real-me Understand agent desktop acvity for beer individual performance management Unleash the potential in your contact centre desktop data better data, better decisions Capture data and events from any applicaons on your agents’ desktops, creang an easy way to integrate applicaons without costly and lengthy server-side implementaon projects See business processes clearly so you can refine and opmise them Deeper understanding of the customer journey with granular detail across mulple channels and any contact centre estate, including remote and mulple sites, and home workers Gain a deeper understanding of contact centre performance through powerful desktop data collecon and analysis tools Contact centre performance measurement rarely includes the vast and far ranging data sources that can be collected from the desktop for front or back office operaons. Desktop data has oſten been seen as too difficult to collect without costly integraons, and the queson remains: what does the data mean? Up to 40% of your contact centre contacts could be unnecessary QPC Desktop data collecon and analysis tools provide aconable insights not available from other soluons. 3D Data provides understanding and insight into the customer experience QPC Desktop, part of the QPC Advantage suite of soluons, captures real-me desktop events and customer contact data from transaconal data systems such as CRM and billing plaorms. This customer contact data is combined in real-me with customer interacon data to create a 3D Data view of the customer. Desktop “With QPC Advantage data and insight you can walk into any contact centre and find 10 things that will save money, fast. The possibilies are endless. It’s the simple truth. Once you have the truth established you can spend your me focusing on making reality beer. It’s the engine to power our customer contact transformaon. It’s an engine to feed business cases. It provides diagnosis, informs and powers the cure.” Head of Insight, leading telecoms provider
Transcript of Desktop - QPC...modules, you can collect and report information from any agent desktop application...
3D Data results from the powerful
inter-relating of customer interaction
and transactional data in real-time.
Crucially it also provides context for
every event – the why surrounding
every interaction – throughout the
entire customer journey. Once
collected the data is organised to
give you the context of the
complete customer experience.
Powerful tools for desktop
data collection and analysis
QPC Desktop is a group of
applications that enable a deeper
understanding of contact centre
performance on the desktop. By
enabling the real-time capture of
user desktop activity, measuring and
analysing tasks, processes,
application usage and customer
transactions in greater detail, it
provides a highly effective means of
understanding agent performance
in the context of customer
experience.
Benefits of QPC Desktop
include:
Unique 3D Data combining
interaction and transaction detail
with customer profile data
attached in real-time
Understand agent desktop
activity for better individual
performance management
Unleash the potential in your
contact centre desktop data
better data, better decisions
Capture data and events from any
applications on your agents’
desktops, creating an easy way to
integrate applications without
costly and lengthy server-side
implementation projects
See business processes clearly so
you can refine and optimise them
Deeper understanding of the
customer journey with granular
detail across multiple channels and
any contact centre estate, including
remote and multiple sites, and
home workers
Gain a deeper understanding
of contact centre performance
through powerful desktop data
collection and analysis tools
Contact centre performance
measurement rarely includes the vast
and far ranging data sources that can
be collected from the desktop for
front or back office operations.
Desktop data has often been seen as
too difficult to collect without costly
integrations, and the question
remains: what does the data mean?
Up to 40% of your contact
centre contacts could be
unnecessary
QPC Desktop data collection and
analysis tools provide actionable
insights not available from other
solutions.
3D Data provides
understanding and insight into
the customer experience
QPC Desktop, part of the QPC
Advantage suite of solutions, captures
real-time desktop events and
customer contact data from
transactional data systems such as
CRM and billing platforms. This
customer contact data is combined in
real-time with customer interaction
data to create a 3D Data view of the
customer.
Desktop
“With QPC Advantage data
and insight you can walk into
any contact centre and find 10
things that will save money,
fast. The possibilities are
endless. It’s the simple truth.
Once you have the truth
established you can spend
your time focusing on making
reality better. It’s the engine
to power our customer
contact transformation. It’s an
engine to feed business cases.
It provides diagnosis, informs
and powers the cure.”
Head of Insight, leading telecoms provider
How QPC Desktop can power your contact centre
performance
QPC Desktop capture relevant customer and transactional data from
agent desktops to inter-relate with the customer
journey to create powerful 3D Data
QPC Desktop is a group of applications designed to integrate
with existing systems at the desktop level in order to gather
system and performance data for use in ensuring optimal
performance.
QPC Trigger
powerful real-time rules-based data capture,
interaction logging and task automation
QPC Trigger enables you to watch for specific events and
values and capture specified data and trigger actions, based
on real-time events. QPC Trigger monitors events such as key
presses, text in a window, and user actions. These can then
be set to trigger other actions such as notifying a supervisor
of a critical event, reminding an employee to up-sell on a
product order or enforcing compliance related actions.
QPC Trigger’s rules engine allows you to specify the text or
events that trigger alerts. You configure QPC Trigger using a
simple utility that analyses windows in target software
applications and assigns a label to each text field and control.
You then conduct a simple mapping exercise that specifies
trigger criteria and values to pass as parameters when trigger
events occur.
QPC Journal
automatic recording of application usage and agent
work states in real-time and historically
QPC Journal gives the operational visibility needed to truly
understand and optimise the business process. QPC Journal
provides unprecedented insight and detailed data on how
agents interact with their desktop in terms of application
usage.
QPC Journal logs application usage data in real-time, giving
you the precise timing of activities such as logging on, logging
off, idle periods, which applications are used, how long they
are used for, and even which screens within an application
are accessed. QPC Journal timeline reports offer a graphical
representation of users’ desktop activities over time.
QPC Journal reporting timeline
With timeline reports you can manage individual
performance, identify efficient and inefficient activities and
see which activities take up most time. In addition, timeline
reports let you drill down to see granular detail using criteria
such as user, application and time, so you can fully
understand how each process is being completed.
QPC Activity
enables agents to self-declare their availability status,
the number of tasks they have completed within a
period, and to categorise the type of work they have
handled
QPC Activity is a manual alternative to the QPC Trigger and
QPC Journal applications, and can collect productivity and
AHT data from agents. Typically it is used when an entry level
solution - with no process or monitoring data - is required, or
when agent tasks are not performed in front of a desktop,
such as white mail handling or manual processing tasks.
With the QPC Trigger, QPC Journal and QPC Activity
modules, you can collect and report information from any
agent desktop application and use the QPC Advantage
solution to show the data in an actionable and meaningful
way to improve contact centre performance.
Unleash the potential in your contact
centre desktop data with QPC Desktop
Find out more
Visit our website to request a brochure and learn
how QPC Desktop will help you achieve this:
www.qpc.com/qpc-desktop
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+44 (0)870 242 1097
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