Every day your agents create loads of valuable performance data—every time they talk with a customer and every on-screen interaction they engage in. But like most small or mid-sized contact centers, you likely don't have a dedicated resource to spare for capturing and analyzing every call.
It's understandable—staffing and budgets are tight. But without these insights, you may fail to effectively manage your workforce's performance or to create consistently strong customer satisfaction and loyalty.
In a recent webinar, I took attendees through a closer look at how best-in-class SMB contact centers make their speech and screen interaction data work harder. It requires a flexible set of functionality, carefully integrated with your existing ACD and other systems to ensure the data you collect and analyze is accurate, meaningful and PCI compliant.
I've seen firsthand how integrated speech and screen analytics can have a major impact on midmarket contact center management's ability to:
- Evaluate the effectiveness of agent contact handling
- Identify reasons behind customer churn
- Ensure adherence to the latest compliance mandates
- Recognize and reward good performance
- Apply insights to boost coaching and training efforts.
To learn more about how to make your interaction data work harder for you, check out my recorded webinar here.