Call Center Analytics

Precision monitoring is a process that is enabled by the introduction of speech analytics into contact centers.  According to a new DMG report, managers set up special QA searches in their speech analytics application – it is a best practice to set up multiple searches to address various aspects of QA. Here are some recommended searches:

1.Greetings – define all of the appropriate ways agents should perform a greeting, and capture interactions where this does not happen.
2.Closings – same...

Pillar #1: Holistic Multiple Touchpoints = Multiple Opportunities
The first step to creating a superior, loyalty-building customer experience involves cross-channel interaction analytics. Customers today communicate with companies across a variety of touchpoints, from Web-based forums to Twitter feeds. Discovering what’s really happening across all these channels, and knowing how to react can be challenging.

Pillar #2: Contextual Putting Service in Perspective
Closely linked with the insight and...

Analytics applications are deployed in a number of functions and departments within the enterprise, and for a number of requirements in service operations. It is as critical to sales optimization in the marketing department, for example, as it is to performance optimization in the contact center. As a result, analytics often performs in a cross-functional capacity, typically without the benefit of coordination among users.

In the contact center, “cross-functional” may be narrowly defined as...

The following are some more information on the vendors who attended the IQPC event.  

Analytics

For companies frustrated with isolated or disparate data sources, 360'CRM's latest advances in its InSight data analytics tool provides new levels of actionable information for the Call Center or Channel Management practitioner.  InSight not only automatically draws call center performance data in to a common, universally comparable dashboard and report analytics library, it also integrates internal...

The staff of CRMXchange was present at the IQPC Las Vegas Call Center Week. IQPC did a commendable job with the content and speakers in the event. The exhibit hours were long, running close to 11 hours on day one, but the vendors were pleased with the amount of interest that people showed in their products and services. 

We traveled the exhibit hall. Below are some vendor highlights.

Analytics

Contact Solutions – The Continuous Improvement Practice (CI) is based on a unique methodology and supported...

First Contact Resolution, the ability to identify, solve and close the customer’s issue(s) during the first customer/enterprise contact,  may be the foremost KPI in evaluating a contact center/customer care organization’s overall operating performance from a business perspective.

Despite the knowledge that a high level of FCR in the contact center correlates closely with general levels of customer satisfaction and loyalty, low levels of FCR in customer care settings remain a significant industry...

With the advent of analytics in the contact center over the past decade, the industry has experienced unprecedented gains in operational productivity and customer service. Typically deployed as part of a workforce optimization (WFO) solution, analytics is a primary driver of performance and quality monitoring improvements. Analytics provides an objective means by which to identify where opportunities for improvement exist while providing a pathway for executing on those opportunities.

Analytics...

The first decade has seen steady growth in market demand for analytics solutions
of all descriptions as evidenced by the results of the annual survey of contact center end-users conducted by Saddletree Research in conjunction with the National Association of Call Centers (NACC). An offshoot of the Call Center Lab at The University of Southern Mississippi, the not-for-profit NACC conducts surveys of its members and newsletter subscribers in order to keep a finger on the pulse of the industry...