Call Center Analytics

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...

Desktop and Process Analytics  software can help organizations uncover and analyze their business processes. These solutions capture and measure desktop application activities to provide objective, unbiased visibility into how work is performed from the point of origination, across multiple steps, applications, and systems, and on through completion. For example, DPA solutions can show:

•What staff members are doing at any given time on any given day.
•Whether they’re performing the activities...

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 approach...

Your customers demand immediate and personalized service.  They require your agents to be customer-focused, efficient, and knowledgeable expert.  And above all, they need your agents to listen to what their current needs and wishes are, and provide the best relevant solution.

With Real-Time Speech Analytics driving agent guidance and process automation in the contact center at the moment of truth, agents are empowered to deliver relevant results and maximize revenues. 

The Variance Factor, where...

Accoriding to Verint, in a recent customer networking session, a participant raised a critical question; “Now that our company’s contact center is working in a blended environment, both taking calls and performing back office work during non-phone time, I was hired to improve operational efficiency. How do I do this when I have no visibility into what people are doing throughout the day?”

Before you can address areas for improvement, you need to be able to identify:
• what people are doing
• how...

Most call center and operations managers realize there is always room for improved productivity and performance. By answering these 5 simple questions, you will gain the insight to know where to focus in order to realize the greatest opportunities for improvement.

Do I know?

1. What my people are doing at any given time on any given day?
2. Are they are doing the activities they are scheduled to do when both on and off the phones?
3. How are they performing their tasks and activities; meaning...

According to a new white paper by NICE Systems, A Super Agent at Every Station, cross-channel interaction analytics can be invaluable in improving call performance. Advanced analytics can uncover trends and patterns across channels that are impossible to detect any other way, which can lead to an array of call-handling insights, such as these real-world examples:

..62% of callers who complained about price elected to cancel.

..The number of callers confused by their bills rose 32% this week.

..The...

Text analytics has been a recognized IT sector for more than 15 years, yet it remains one of technology’s best-kept secrets. With an estimated 3,500 text analytics implementations globally, there is a huge opportunity for vendors to better educate the market on the practical application of this technology in the marketing and business worlds. And end users have a real chance to utilize this application to gain a competitive advantage by knowing exactly what is being said about them, over what...

Ovum has outlined five secrets to success that enterprises should follow when implementing e-learning and coaching solutions.

Use data and applications that already exist within the contact center

Enterprises should use the information they already collect on agents’ skills and knowledge to determine the best time to schedule course and tailor the information. There are a number of applications that can be integrated with e-learning andcoaching including PM, WFM, Quality Management (QM) and...

Quality management has stood as a cornerstone of contact center performance management for many years, and for good reason. It focuses on the interactions between agents and customers; those little moments of truth where customer satisfaction hangs in the balance. For the most part, quality management hasn’t changed much through the years. The advent and rapid adoption of analytics technologies in the contact center is about to change that.

A new white paper from Ventana Research explores...