Monitoring agents on the web – but where’s the trust?
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Posted Tue 17 June 2008 @ 10:52 a.m. by Sarah Putt
Staff abusing their web privileges and wasting time on sites like Trademe and Facebook is a problem that plagues many contact centres. There is plenty of software out there that will monitor individual workstations, and I often get press releases emailed to me from companies advertising their solutions.
But the one I received today for a product called Spector 360, gave me pause. Here’s their advertising pitch:
With Spector 360 you will find out:
- Which agents are off-task instead of doing their work
- Who is not properly following procedures
- In what applications are agents spending the most time
- Which agents are spending too much time on simple activities
- Who is arriving to work late, leaving early or taking long and frequent breaks
- Which skill groups use chat or email the most
- Who is copying sensitive company files to CD or USB drives
- Which agents are using the most network bandwidth
I’m sure that software like this is useful – particularly if there is an agent that is not performing. But in a healthy working environment, doesn’t trust cut both ways?
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