Contact Center Performance Management

Contact centers are constantly being pushed to optimize their performance and enhance corporate value, while simultaneously minimizing their costs. Precise and comprehensive performance analysis is a prerequisite to achieving these goals.

According to Frost and Sullivan, "There is a compelling business case to be made for using speech analytics to drive the kinds of integrated business process and workflow analysis that call recording and quality monitoring systems are not capable of. Speech analytics takes real-time KPIs and turns them into actionable prescriptions for performance improvement....Speech analytics will transform how contact centers use their traditional quality, performance and workforce management tools. With Speech Analytics at its core, the coming generation of Contact Center Performance Optimization (CCPO) systems will leverage the voice of the customer as the driving force behind all contact center processes and workflows."

Effective Analysis

Effectively capturing and analyzing all of the performance related data produced by an average size contact center is a major challenge. A wealth of performance related data is contained in the interactions the contact center has with its customers. However, most of this data (such as the conversation content) is unstructured, so it can be difficult to analyze in a structured way.

Quality Monitoring (QM) has traditionally been one of the best ways to analyze the conversations taking place in a contact center. Unfortunately QM is by its nature a very manual and labor-intensive process. Due to this fact, usually less than one percent of a contact center's calls are analyzed by QM.

Measure Performance on Every Call

Our speech analytics solution measures contact center performance on every call by automatically analyzing all calls precisely and comprehensively. In addition, our intelligent QM makes traditional Quality Monitoring much more efficient, and the resulting call quality scores are consolidated with our automatic call analysis in our unified Data Mart. Our tool also consolidates any other call related performance data into its Data Mart to deliver a complete view of performance. The analytics within our speech analytics solution then correlates all such information with the actual conversation content to uncover the drivers of performance.

Key Performance Indicator Solutions Optimize Performance

Our speech analytics solution packaged Key Performance Indicator (KPI) solutions optimize contact center performance and delivers solutions for every critical contact center KPI. The analytics within our packaged Key Performance Indicator solutions discover the root causes of performance levels. Then, the best practice dashboards, scorecards, alerts, reports and analytics within each solution inform the organization of those root causes, predict future performance and recommend and facilitate performance improvements.

Enable Performance Management

The scorecards within our speech analytics solutions measure performance versus the goals established by the organization. Built in alerts proactively notify users of any critical performance related information or events, such as when performance dips below established thresholds, and recommend resolutions. The dashboards and reports within the speech analytics solution also deliver all important performance management data and recommendations to users in a graphical, intuitive and easy-to-use format. Intelligent Coaching also enables Agent Performance Optimization, enabling execution of any coaching or training our speech analytics solution recommends.

If you have questions or would like additional information, contact us for a no-obligation consultation with a speech analytics expert.