 |
|
|
The agents in your contact center account for roughly two-thirds of your operating costs. Their performance directly impacts the profitability of your contact center. An unprecedented degree of decision-making agility can be achieved by monitoring, changing, and/or modifying the behavior and actions of your contact center agents in real time. Even modest improvements in agent productively have been shown to yield enormous returns. However, traditionally, contact center performance has been difficult to measure and challenging to improve – until now.
The Solution Made Easy™ Performance Management solution translates performance data into in-depth insight into your contact center’s strengths and weaknesses. It monitors both telephony and business metrics in real time. Used alone or in conjunction with other Solution Made Easy™ workforce optimization solutions, the Performance Management software provides the tools to leverage performance data into business intelligence that can dramatically enhance your contact center’s performance. The advanced software system collects and consolidates real time and historical performance information, delivering it right to the desktops of your call center’s agents, managers and executives. Key performance indicators, quality scores, scheduling information and service level indicators can be distributed using desktop dashboards, Web-based consolidated reporting, and TV monitor display systems.
The contact center is fed a constant diet of real time customer intelligence. It is uniquely positioned to channel this real time information to the rest of the organization. By reacting promptly and appropriately to real time intelligence, you can optimize an opportunity or avoid a potential disaster. For example, if a decision or action made at the corporate level is resulting in an inordinate number of customer complaints, a real time Performance Management solution will immediately identify this development and send an alert to the appropriate department. The situation can then be addressed and agents can be promptly advised on how to best handle those specific customer complaints. Without a real time Performance Management solution in place, can you imagine the massive losses that will be suffered in the days, weeks, or even months before the problem has even been properly identified?
The Solution Made Easy™ Performance Management solution makes it easy for managers to monitor, measure, analyze, and optimize contact center performance. For example, this can be achieved by determining trends in call volume, agent occupancy, average call or case duration, peak volume times by channel (phone, email, Web, chat), and the number of cases open and cases closed. Contact center analytics can also identify barriers to achieving “time to resolution” goals by monitoring and analyzing such key trends as resolution time by agent, by product, by customer, by time of day, day of week, and average and peak queue times. Monitor and assess agent performance, establish reachable goals, structure incentives, capitalize on agent skill sets as defined by Quality Monitoring evaluation results, and strategically align based on Workforce Management and schedules.
Drive performance in real time by presenting your contact center personnel with different types of information, including individual and group telephony metrics, sales data, messages, links to Agent Coaching, annotated Call Recording or multimedia files, FAQs, and any other content that you wish to offer! Encourage self-improvement and self-monitoring! Customer service, collections, telemarketing, and managers can each view their dashboards to see exactly what they need to see, in real time, to drive performance to new levels. A dashboard is an interactive, dynamic, multi-view application that’s easy to author and simple to use.
Improve communication with your contact center personnel! Send live or scheduled messages to an individual agent, a group of agents, or even an entire center with the Solution Made Easy™messaging feature. One or more areas of a dashboard can be designed to accommodate messages. Messages can be display only, or require an acknowledgement by the reader. Complete reporting allows managers to review message history by sender or receiver.
Solution Made Easy TM Performance Management maintains the most complete set of data within the call center – allowing you to view reports that consolidate information from multiple telephony, business database, and mainframe systems. The Web-based reports display both real time and historical performance information on an agent, group, or site basis. Now you can search for, drill down to, and listen to Call Recordings based on positive and negative business outcomes and/or view corresponding Quality Monitoring evaluation results. Both agents and managers can easily review their productivity trends across all major key performance indicators.
Scorecards are the natural extension to desktop dashboards. They present a Key Performance Indicator-focused view of both current and past agent and manager performance in relation to specified goals (targets), and compare that performance with the average performance of agents within their group. While agents can only see their own scorecards, managers may view the scorecards for all agents within their group. An unlimited number of scorecards can be created - each containing an unlimited number of KPIs. KPIs can be any backend telephony or business metrics, or a formula to create a calculated value.
|
|
About Us 
