Customer Engagement Management

QUALITY MANAGEMENT & RECORDING

Our quality management software allows contact center managers to monitor and measure the performance of individual agents using key performance indicators (KPIs) and to track the overall performance of the contact center in achieving its business objectives, which may include achievement of first-call resolution, post-call measures of customer satisfaction, lead generation, or other measures of performance.

Monitoring and managing quality on the individual agent level often starts with recording some percentage of agent calls, which can then be scored against each contact center’s key metrics. This can be used to optimize agent assignment for skills-based routing and to identify knowledge gaps that can be rectified with additional agent training.

The use of dashboards streamlines data-driven quality management for contact center supervisors, making it easy to assess hold time, average call handling time, and measures of customer satisfaction, alongside custom reporting on specific business goals.

WORKFORCE MANAGEMENT

Helping companies function as efficiently as possible, workforce management software simplifies the task of ensuring a contact center has the right people available at the right time, across multiple channels, shifts and types of expertise, to achieve its expected service levels.

Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, workforce management software helps managers accurately and easily forecast staffing requirements across all customer-facing inbound, outbound, blended and back office resources. It also allows agents to manage their scheduling with tools for needs such as schedule trades and sequential shift bids.

SPEECH DRIVEN QUALITY

Traditionally, quality management analysts have had to manually review customer interactions looking for call characteristics that are identified on the quality evaluation form. It’s always been a tedious process that sampled only a small portion of the total interactions and so provided only limited guidance for changing agent behavior.

Using speech analytics, a quality management analyst is able to be very targeted in selecting the right calls to evaluate based not only on the traditional metadata available with a call but also on the content of the conversation itself.

Applying this type of targeted approach allows an organization to align its quality program to exact business objectives and KPIs achieving greater value from the quality program. In addition to targeted word search, the business is able to track the trending of several categories to follow the health of the business.

WORKFORCE OPTIMISATION

One of the keys to effective customer engagement is the ability to manage the performance and productivity of employees who are part of the service delivery process. Regardless of the size of your business, you need to be able to drive workforce and operational efficiency, take advantage of analytics and advanced processes, and share intelligence with other areas of the enterprise.

Organizations of all sizes, from large enterprises to mid-market contact centers, rely on our workforce optimization solutions to capture interactions, heighten quality, and help manage the availability and performance of employees in targeted areas of their businesses.

SPEECH ANALYTICS

When you consider acquiring a new speech analytics system, you have two technologies from which to choose: Phonetic systems and Large Vocabulary Continuous Speech Recognition (LVCSR), also known as Speech to Text or Full Transcription. Our solution uses the superior LVCSR technology, which provides higher speech recognition accuracy, faster searches and a full transcript, among other advantages.

This new technology enables contact centers to get a 360-degree view of conversations across channels. Each interaction can be automatically monitored for key phrases that are indicative of important conversational characteristics such as whether a proper greeting was used, agent empathy, politeness, customer dissatisfaction and many others. With that data, the contact center can easily identify individual agent quality issues as well as operational issues that exist across the contact center.

PERFORMANCE MANAGEMENT

Our performance management solution collects, correlates and displays information relevant to each user’s role and responsibilities, whether they are an agent, supervisor, business analyst or executive. This flexible tool can quickly reveal valuable new insights by enabling the tracking of personal and group performance vs. goal using a wide range of metrics with data sourced from many contact center systems. It systematically uses statistical data to automate, manage and drive the employee performance management process.

The software helps set clear expectations for employees, provides employees with daily feedback on their performance against those expectations, rewards employees for performance through incentives and performance-related pay and creates and executes targeted development plans, all delivering sustained performance improvements for the organization.

E-LEARNING & COACHING

One of the most common complaints from agents is that they don’t get enough training. When agents are trained, they feel empowered and when agents feel empowered they deliver great customer experiences, operating at peak efficiency. With each agent having access to a desktop on a daily basis, it becomes the ideal vehicle for enterprises to deliver much needed and much-appreciated training courses. Currently, most contact centers still use standard classroom training for many training needs, but training delivered to the desktop can be very effective and individually tailored to the needs of each agent.