The contact center used to be a simple place.  A bank of phones, one or two desktop applications (or a paper notebook, if you go back far enough) and a manually created schedule were the norm. Agents were evaluated by managers who listened in on some of their phone calls once or twice a year.

As with most business functions today, however, the contact center has become an incredibly complex place. Calls arrive at the speed of light, some of them transferred from other departments or other contact centers. Forecasting and scheduling are often done by workforce management solutions, and quality monitoring solutions record and listen to all calls. Multiple communications channels need to be juggled, and this means that each medium requires its own set of key performance indicators (KPIs) and customized reports.

It’s safe to say that the contact center is no longer a place that can be monitored, evaluated and reported on by a human. This is one of the many reasons that contact center analytics are one of the hottest technologies today. An analytics solution can monitor all calls and other contacts, from e-mail to mobile apps to self-service to Web chat. Deploying an automated analytics solution delivers benefits and advantages for maintaining service quality and performing at industry standard. Without them, companies risk their operations falling into chaos without even understanding why.

But analytics are about more than monitoring and putting out fires. They can uncover inefficient processes that are simply beyond a human’s ability to find. They can identify less obvious sites of bottlenecks and help companies improve efficiency and the customer experience while saving money. For companies already using analytics solutions, it’s important to identify other areas that could benefit from the use of these solutions.

On Wednesday, March 26 at 2 p.m. EDT (11 a.m. PDT), TMCnet will host a Web event designed to help contact centers prepare for automated analytics and help them understand how these solutions enable effective and efficient changes in operations. Attendees will learn how to map current processes and workflows; pinpoint where personnel may need more training; create aligned quality assurance forms; survey departmental needs for analytics intelligence; locate redundant information on the agent desktop; ensure that operations comply with regulations; and define and disseminate relevant reports.

The webinar, titled “Four Critical Steps to Prepare for Analytics Success in Your Organization,” will feature Barry Knack, Director of Education for Uptivity. For more information or to register, visit TMCnet here.