October 19, 2021

Why Productivity Monitoring Is Not Enough if Your Goal Is to ​Optimize Productivity

What is Productivity Monitoring? 

Productivity monitoring has become a trending topic in the last year because more people are working at home, but what exactly is productivity monitoring? Productivity monitoring is a method for analyzing employee productivity levels throughout the workday and for the leaders of CX and customer operation teams, ensuring productivity is extremely important. Customer experience and customer operation teams use multiple SaaS applications every day to handle requests, and when you monitor how your employees use these applications, you can more easily identify issues or bottlenecks within the workflow. 

But companies often just stop here. They forget that productivity monitoring is just the means to an end; the actual goal is productivity optimization. 

What is Productivity Optimization? 

Simply put, productivity optimization is the process of achieving more output from an hour of work. Compared to simply monitoring productivity, optimization requires taking concrete steps to actually drive results, which sets a higher bar for operations leaders to demonstrate value to their organization. This looks different for every team and organization.

For a sales team, it might be to increase profit margins within six months. For a CX or customer operations team, this might mean improving handle times within a call center. By monitoring productivity and how applications are being used, you can begin to understand how your agents work and where workflows could be improved. Within the call center, these opportunities could come from outdated SOPs. Bad SOPs create major delays in handle times.  Unfortunately, optimizing SOPs can be tricky since a lot of activities have unintended side effects. To succeed at this, companies have to be able to comprehensively monitor and recognize how their teams actually work across applications. 

Coaching your CX teams and customer operations teams

One key element of productivity optimization is coaching; making sure that your CX teams and customer operation teams know exactly what they need to know to get the job done. 

With a work insights platform like Fin, you can monitor employee productivity across many SaaS applications, giving you a window into how workflows are carried out across these apps. There are many ways that these insights can be used to optimize outcomes, but in this post, we will focus on coaching. 

Let’s stick with the call center example for now. One of your agents, Cathy, is a top performer on your team. She has the shortest average handle time (AHT) while still delivering an excellent customer experience, achieving above-average CSAT scores. When Cathy does a particularly impressive job, you can use Fin to automatically capture video of that instance, giving you insights into exactly how Cathy performs her tasks, step-by-step. Now you can replicate top talent by using that exact workflow that Cathy took and creating SOPs based on practices that worked for her. You can even use that video in training sessions to highlight a stellar example for others to follow. 

Because Fin is a chrome extension that installs in minutes without needing technical resources, it offers out-of-the-box insights and captures data across any application and activity in the browser, avoiding the traditional blind spots left by manual reporting or homegrown analytics solutions. Now, the coaching can begin. 

Better insights lead to better team coaching. In the long term, by fully understanding the workflows taken by your operations teams, you can avoid investing in unnecessary software or staff while doubling down on people, processes, or technology that you know will deliver actual outcomes. 

This is just one way in which productivity monitoring becomes productivity optimization with the help of Fin. Want to know more?

Get in touch with us today!

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