Call Center Analytics Trends

Up until recently, the contact center was ofen overlooked as a source of valuable business intelligence. However, advances in voice and screen recording technologies and real-time call center reporting and Call Center Analytics applications have enabled virtually every division of the enterprise to benefit from the vast store of valuable information gathered by this front-line communications hub. For example, marketing departments can now gain extensive marketplace feedback on specific campaigns, the performance of individual products, and customers’ attitudes towards competitors’ brands. For the Human Resources department, Call Center Analytics are an essential tool for conflict or complaint resolution, disciplinary action or training programs modification, and improvement of scripts for recruiting and interviewing. At the boardroom level, reports formulated from intelligence gathered from the contact center can assist in strategic decision-making – from organizational positioning to resource allocation.

Important business decisions are now being made on human time. With Call Center Analytics , instead of waiting for days, weeks, or even months for a performance report, executives and managers are promptly alerted to the fact that a specific campaign is resulting in an above- or below-average number of sales or other objectives – even as they are in progress. They can then drill down to individual agent/customer calls that have resulted in a sale and discover what the customer is responding to and why. This information can be used immediately to strengthen and focus the campaign and/or make adjustments, thus increasing profit margins and customer satisfaction. For example, by using an analytics application, a marketing executive can be automatically alerted to the fact that a specific marketing campaign is resulting in an above-average number of sales. The executive can drill down to the individual agent/customer calls that have resulted in a sale and discover what the customer is responding to and why. Simultaneously, automated business rules will trigger the delivery of targeted training materials directly to the desktops of the agents handling the campaign.

  Call Center Analytics Solutions

Activ! Intelligence Real Time Call Center Reporting solutions can offer the most complete picture of center performance (individual, group, and overall) and instant comparative analysis for more accurate, comprehensive information – enabling management to increase agent performance, decrease agent attrition, increase customer satisfaction, decrease costs, and raise revenue.

From global enterprises to mid-sized contact centers, Activ! Intelligence can collect data and present real time and historical performance information to agents, managers and executives within the enterprise. Key performance indicators (KPIs), quality scores, scheduling information and service level indicators can be distributed to contact center personnel using desktop dashboards, Web-based consolidated reporting, and television monitor display systems. Activ! Intelligence can monitor both telephony and business metrics in real time – providing the tools to leverage that data into business intelligence that can dramatically enhance contact center and business performance.

  Call Center Analytics News

VPI Unveils Enanced Call Center Analytics Solutions

Analyze This: Speech-analytics Technologies Can Get to the Heart of What Your Customers Want

VPI and SER Enter Partnership to Leverage the Power of Interaction Recording and Speech Analytics Solutions

  Call Center Analytics Software Resources