March 3, 2022

Tracking workplace analytics remotely or in the office

Whether your CX team works remotely, within the office, or a mix of the two, it remains crucial to track workplace analytics

Many companies have adopted ways to track team productivity as their CX and operations teams moved away from the office and began working remotely. However, as employees start to move back to the office, knowing how your team works best is still a valuable insight and overall leads to better team productivity and customer satisfaction. 

Today on the blog, we lay out the reasons it remains critical to track workplace analytics and team productivity. 

More effective use of resources 

As customers' expectations rise, the role of the CX team has grown more complex, with the need to manage more people, process, and technology. The Cloud has made it easier than ever to build software, leading to an explosion of applications. The average enterprise is using more than 129 SaaS applications across different teams. 

For a CX team leader, you need to know what applications are working for your team, which aren't, and which could be used better. Tracking productivity across applications allows you to make informed decisions about what applications to invest time and money into and which to cut out of your team's workflow. For example, if an application is well used, but seems to slow down an agent's workflow, perhaps better coaching is needed. If you find an application is not being used at all, you can choose to discontinue use and save your company thousands of dollars. 

Better coaching leads to improved workflows  

Even with the correct SaaS applications in place, a lack of knowledge can greatly slow down workflows. Productivity tracking alerts you to when more coaching may be needed by recognizing agents who are taking longer to use certain applications or opening the wrong applications entirely. To keep a high standard of customer experience, as well as making your agent's job less frustrating, coaching is crucial. Learn from your best workers and adapt your SOP's from workflows you know are working for your team. 

Create a baseline to improve productivity 

Tracking is not the goal, but the tool used to achieve your CX team goals. For your CX team to grow, it's key to set a baseline for how your team is currently working. Your baseline looks like having an accurate AHT for your team or having clear benchmarks and SOPs in place. Once you have tracked and measured how your CX team currently works, you can experiment. 

You could try introducing "focus times" for your team, where you aim to avoid scheduling internal meetings. Analytical insights are the key to knowing whether these practices are working for your remote and in-office teams. 

Remember, proximity to your employees doesn't mean you know how they are working any better. Even within an office, productivity is not measured by how long they are at their desk. To get a clear, unbiased picture of how your CX teams work, that you can use for improvements, track employee productivity. 

How can Fin help? 

Fin’s work insight platform is a turnkey browser plugin that reveals all the ways that agents work across SaaS applications for powerful out-of-the-box insights, even on applications you created yourself. That means that Fin doesn't miss a thing, giving you a complete picture of your CX team's workflow. Fin allows you to improve coaching by investigating actual steps taken by people using automatic video capture that further helps with training content. 

Whether you manage a remote-first team or are back in the office, get in touch with our team today to find out how Fin can help you improve productivity, decrease AHT, and turn your CX and operations teams into your competitive edge. 

You can watch a recording of our session at CCW Nashville 2021, where Fin and Airbnb talked about handling customer operations amidst rapid change and how companies can leverage cross-application insights.

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