Turn Clicks into Actionable Insights
Drive operational efficiencies across your organization by monitoring key metrics and understanding behaviors across internal or external websites through clickstream analytics.
Sitel® Clickstream Analytics reveals how operational processes work and how teams engage with one another and leverage quality assurance tools to create a stronger customer experience (CX).
Virtual Trail
Log the full browser clickstream, as well as continuous audio and video. Integrate case data from your CRM, quality scores, shift data and more to build a complete picture of operational process and outcomes.
User Intent
See measures of team engagement and productivity, process and workflow outliers or internal tool analytics. Get precise and actionable insights through frameworks, or customize reporting based on your business needs.
Business Wide
Search video and annotation tools to go beyond the data to review and replay real situations, driving coaching and training, facilitating debugging and promoting best-practice sharing.
Measurable Results
Uncover the insights hidden in every click.
Decrease in Failure Rate
Improvement in Agent Ramp-Up Time
Decrease in Agent Varience
Increase in Agent Work Speed
Better Analytics Mean Better Operations
Identify the behaviors of top performers, aid best-practice sharing and identify opportunities to drive efficiencies through automation.
Identify Best Practices
Understand your top performers’ processes and highlight best practices by case type to drive best-practice sharing.
Measure Productivity
See a clear view of your team, site and individual engagement with detailed utilization waterfalls.
Enhance Processes
Identify redundant or broken processes to improve your agents’ day-to-day work.
Identify Automation Opportunities
Pinpoint repetitive and time-consuming tasks and measure the true return on investment (ROI) of automation.
