It seems as though every time it looks like speech analytics has reached its fullest potential, there comes another way that it can help improve call centers. As such, it’s always good to take a look at speech analytics and what it can provide, particularly in the area of performance management in the call center.
Feedback is important. Even if you’re working a job where you sit in a chair and talk to customers all day, receiving feedback not only provides reassurance, but also helps one overcome weaknesses and improve. Of course, the faster agents get that feedback, the faster they can put it to use. That’s demonstrated nicely in myEureka, a new application from CallMiner (News - Alert), used for automating call center agent performance management.
Performance management via portals from myEureka can provide comprehensive feedback with a variety of features, such as metric tiles that display performances and trends, as well as a performance feed that provides personalized simple alerts and notifications. For the more competitive agents, ranking data lets them see how they stack up in different metrics and key performances, motivating them to excel. They also get personalized lists of what to watch out for so that they can learn their weaknesses and improve on them.
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Still, getting data and making use of it are two separate things. For example, when surveyed about the challenges affecting data usage, many companies reported that data quality was the biggest challenge, with its timeliness and accuracy close behind. However, best-in-class organizations have managed to put certain technologies -- such as customer relationship management and business intelligence tools, as well as data quality and integration tools -- to use in order to overcome those drawbacks,. These help provide more information and resources to maximize employee performance and customer satisfaction.
If you want the best performance, employees need to be driven and motivated, and customers need to be satisfied with their relation with the company. CRM is a vital tool for that, as are speech analytics, which can provide proper performance management. Companies like CallMiner can provide solutions that help keep employees motivated and on-track, which will help them keep customers happy.
Edited by Rich Steeves