Analytics unleashed

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It used to be that analytics were reserved for the lonely business analyst or statistician, sitting in a dark room next to the mimeograph machine, calculator in hand. Today, analytics are everywhere. Technology can capture pretty much anything humans and machines do, it can apply mathematics and statistics to that information automatically, and it can present the results in multiple ways―from providing reports that we can drill into to driving our day-to-day decisions without us being aware analytics are in play.

Traditionally, contact center performance is measured by hard statistics such as handle time, abandonment rate, and cost per contact. As Forrester’s Diane Clarkson found at the CXP (Customer Experience) Forum, those metrics are certainly not going away. But they are increasingly balanced by customer-centric indicators such as satisfaction and engagement. While the contact center may (and should) ensure its platform includes the ability to measure satisfaction sentiment through surveys and feedback, the richest source of satisfaction data is typically already sitting there, captured as a recording, just waiting for someone to unleash its potential.

You may be surprised at what your recordings can tell you about what you do well―and what you aren’t doing so well. We recently recorded a webinar where we talked about how companies from various industries, facing multiple challenges, were able to find solutions just by taking the time to look at what they already had.

Now to truly unleash analytics, you need to ensure that your system has the kind of integration that lets you put it all together. With an integrated platform that leverages multiple analytical approaches, you have:

  • Speech analytics to make sense of words;
  • Acoustics to assess the silence, tempo and agitation, and duration of recorded voice transactions;
  • Survey data;
  • Events captured through desktop analytics;
  • Quality forms and assessments; and
  • Traditional performance data.

These work together in reports and as part of work flows to inform the decisions you make, the actions your agents take, and sometimes the direction the enterprise chooses. Without this integration, you essentially have multiple lonely statisticians looking at their own numbers, each with his (or her) own calculator.

And while you are here, you may want to take a bit of time and register for the entire Insight On Workforce Optimization series of webinar events. It’s a great opportunity for you to see what we at Aspect―and your peers―are up to.