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I have used ActivTrak before for monitoring remote agents. I found it super helpful and it gave reports on where they were spending their time so I could help improve their efficiency.
It also took screenshots and monitored keywords they entered which was helpful as we had some strict guidelines as to what could and couldn't be said.
Yes - holy big brother batman - but it was very helpful as a training tool and I made the agents aware we were monitoring and would share the graphs, reports, etc so they could improve their effectiveness. ActivTrak is literally invisible so I didn't have to, I approached it from the perspective of training.
I'd start my sessions by asking "do you want a raise?" when they said the inevitable yes, I'd share the reports and data from ActivTrak to illustrate how they could make more. There wasn't a penalty for spending 50% of their time on facebook instead of porn (as long as they were making their minimum), I'd simply say "only spend 25% of your time on facebook and more time on GFY and you'll make more money!" ;)
Most often they were astonished by how much time they spent on unproductive sites and found the process very helpful.
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skype: boomboombenoit
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