Creating a good customer experience is one of the goals of every business. And that means finding a way to capture and quantify exactly what the end user sees when interacting with a software application. And that’s why end user experience monitoring is so important. It’s a two-pronged approach, including measuring application performance and the health of devices, operating systems, and apps while also evaluating client-side performance.
For many companies, employees working remotely play a key role in end user experience monitoring activities. But these people often face challenges such as managing multiple authentication credentials, challenges in remote desktop speed, and limited application functionality. Therefore, if you have remote employees handling end user experience monitoring, set them up for success. These three key strategies address this important process throughout your organization.
1. Ease the Authentication Process
Accessing multiple applications securely means maintaining a variety of login credentials. As the number of employees increases, IT departments must manage more and more passwords. And workers spend more time entering usernames. That’s why many organizations are turning to single sign-on (SSO).
SSO systems allow entry to one application or more with just a single username and password. IT staff first grant users rights to specific applications. Then SSO consolidates the authentication process via a dedicated, centralized server.
While SSO does have its drawbacks, such as hackers taking control of a user’s SSO credentials to gain access to multiple applications, these servers usually sit behind strong firewalls. They also employ features that monitor user accounts for suspicious activity and ensure that employee accounts are deactivated when individuals leave.
2. Accelerate Remote Desktop Speed
When employees access software and applications via remote desktop, speed and performance can be compromised. Problems like typing delays and dropped connections can reduce productivity and frustrate workers. Luckily, you can take some simple steps to limit speed drop-offs.
Don’t assume that settings are optimally configured.
Limiting colors, resolution, and the number of monitors; preventing printer installation; limiting audio quality or disabling audio playback allocates resources more effectively to speed connections.
Implement guidelines for all remote users.
Admins for remote desktop host servers can restrict users to a single session. Limit the number of connections and enforce and limit roaming profiles as well.
3. Boost Application Functionality
Application functionality is a combination of efficiency and design. The best software is intuitive, which translates into a reasonably short learning curve. It also increases employee effectiveness by simplifying tasks and reducing the number of steps needed to complete a specific business operation.
Due to the complexity of end user experience monitoring, remote employees need access to plenty of data and analytic tools. Consider that team members work under less immediate supervision and benefit from more clarity when using software applications. As you deploy remote workers, make sure they have the necessary app functionality to complete the job.
What success strategies are you implementing for remote employees handling end user experience monitoring?