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The definition of Call Center Optimization in the contact center is changing. Contact centers are interested in recording, evaluating and analyzing a higher volume of agent-customer interactions. For example, companies are concerned with evaluating the final disposition of contacts: Was it a sale? Did we dispatch a service crew? Was it a save for customer retention?
To evaluate an adequate number of these call types, contact centers are recognizing the advantage of recording all the calls, then mining the appropriate contacts using speech analytics and Call Center Optimization technology for review as changing business needs arise.
For many contact centers today, agent behavior is one element of quality, but not the complete definition. Management wants to review the success of their enterprise in the context of their broader goals. Business performance software is a tool that allows them to inspect the interactions that are important to their goals, and view these calls from their perspective.
The most progressive Call Centers are taking Call Center Optimization to the next level. They see the next step as completely integrating call recordings into their workflow. Just as they review agent notes associated with a customer relationship, they are integrating recorded calls as a feature set within their customer management applications
Call Catch’s Call Catch INTERACT™ of Call Center Optimization solutions capture real time intelligence – providing immediate benefits to the entire organization. Call Catch INTERACT™ allows contact center agents and managers to not only view real time performance information, but to make that information actionable. Actionable information can trigger an event that is designed specifically to assist an agent with his/her performance. Call Catch's Call Catch INTERACT™ is the only Call Center Optimization solution with a rules-processing engine integrated into its core architecture.
Call Catch INTERACT™ allows call center managers to trigger automated coaching tips, courseware, and training flashes for agents based on the performance information being provided in real time – a truly unique, dynamic approach to Call Center Optimization.
Instead of waiting for days, weeks, or even months for a performance report, with Call Catch INTERACT™ of contact center performance management solutions, 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 the actual campaigns 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. |
