Insight - Performance Management
Optimize Customer Interactions via Key Metrics Dashboards
Contact centers operate in dynamic environments where addressing customer inquiries efficiently and effectively and proactively uncovering root causes have direct and immediate impact on success.
Unfortunately, many organizations rely on performance measures from diverse sources that create unreliable and inconsistent views of current conditions. Having a consolidated, accurate and consistent single version of the truth is crucial.
To deliver this single truth, CallCopy’s Insight performance management dashboard provides a unified view of all contact center customer interaction activity based on key performance metrics so staff at all levels have clear views of performance and can identify issues and respond appropriately, maintaining clear accountability.
Cloud-based Big Data and Big Analytics Support
Insight processes data from sources across the enterprise, including call recordings, CRM, ERP, HR and WFM applications, as well as from industry benchmarks. Data processed in the cloud is securely handled and then presented in Insight’s key metrics dashboards to enhance ability to react to challenges quickly and adapt to the change while meeting objectives. Insight can be the differentiator for gaining marketplace advantage.
Insight is a cloud-based application that operates as part of CallCopy’s cc: Discover suite, or as a stand-alone enhancement on other call recording systems. Combined with data received from enterprise applications, Insight provides anywhere-anytime access to key measures of activity via graphical displays on workstations, laptops, smart phones and tablets.
Dynamic Views of Performance
Insight provides graphical views of performance, based on adherence to targets, ranging from executive summary roll-ups to line-of-business units and departments to front-line agents. This reporting enables staff to align performance via key metrics to achieve optimal efficiency and effectiveness. Staff focuses time, resources and training to drive improvement in process and quality.
When implemented with cc: Discover’s speech and desktop analytics, Insight pulls enterprise data from relevant sources into the cloud, correlating front-line activity with industry standards, enterprise goals and customer feedback and satisfaction. Doing so, Insight supports a cyclical process to drive continuous improvement that includes:
- Gathering customer interaction call recordings and related enterprise data.
- Analyzing customer interactions via speech and desktop analytics.
- Reporting actionable intelligence in a timely fashion.
- Engaging staff to work in concert to meet performance objectives.
Optimal performance pivots on staff being skilled at uncovering root causes of issues through identifying outliers and ‘trouble’ calls. Timely assessment of such calls drives coaching and training to improve FCR, AHT and CSAT ratings. Critical is Insight’s reporting which depends on complex, powerful, cloud-based computer processing, delivered cost-efficiently via annual subscription that eliminates capital costs.