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Unleash Higher Agent Performance with Multi-Source Analytics

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March 27, 2018
By: LiveVox

With the influx of new technologies, contact centers are modernizing at a rapid pace. To stay ahead of the curve in delivering exceptional customer experience, companies are broadening their contact center capabilities by adding various third-party applications, spanning Speech Analytics, Customer Satisfaction Surveys, Multichannel Platforms, Workforce Optimization, and CRM just to name a few. As a result, contact center data resides in multiple siloed applications, making it difficult to gain meaningful insights and a 360-degree view into your contact center performance.

Most contact centers use standard reports that can only analyze data from individual applications. These reports fail to understand the correlation between various datasets that exist in disparate applications and their impact on agent and operational performances. Contact centers need to rethink their approach to analytics, as standard reports cannot provide the deep intelligence required to optimize operational and agent efficiencies and uncover hidden performance bottlenecks.

 

In this blog post, we will cover how multi-source analytics dynamically correlates factors from siloed data sources to provide a 360-degree view of contact center operations.

Why Classic Reporting is Not the Right Approach Anymore

There are two primary issues with classic reporting solutions. They are:

  • Centered Around Static Reports: They usually follow the paradigm that the user should know what parameters he/she wants to measure before creating the report. Based on the requirement, data is collated, and the report is created. Classic reports are not well suited to mine and explore raw data, and cannot drill down on the fly. They are unable to dynamically correlate data from one application with another set of data, missing out on insights that are invaluable in determining what drives contact center performance.
  • Limited to Single-Source Data: They primarily focus on exploring data and providing reports on operations of a single application. For example, a standard report provides insights on dialer data such as duration of calls, number of calls, average talk time, and so forth. But they fall short of integrating and correlating data from various third-party applications as well as lack unified reporting through a single pane of glass.

Multi-Source Performance Analytics: The New Era of Contact Center Business Intelligence

Modern tools have revolutionized the world of data science. Multi-source performance analytics solutions enable collating, exploring, and visualizing large volumes of data from multiple sources. Agile BI technologies quickly and intuitively search for patterns of data by dynamically correlating different components from scattered data sets. Comprehensive analysis is enabled by integrating data from third-party applications including Speech Analytics, CRM, WFM and more into a single performance analytics platform.

These new solutions allow you to capture data in structured as well as unstructured formats without needing to proactively imagine the report that needs to be produced. Multi-source performance analytics empowers contact centers to view data from multiple perspectives and gain unparalleled actionable insights to optimize performance.

Let’s see how multi-source performance analytics can drive greater agent performance:

A typical agent scorecard includes standard KPIs such as RPC, average wait times, and abandonment rates – data that typically resides in the dialer. A comprehensive Agent Scorecard, not only includes the dialer data but also provides other key metrics such as “Compliance Score” – benchmarks that can only be determined by incorporating data from the CRM and WFM applications.

Use Case 1: Correlating Data from Speech Analytics Applications and the Dialing System

For businesses in highly regulated industries, compliance is critical, and agents are likely required to read disclosures, such as a mini-miranda, at the beginning of an outbound call. But agents do not always adhere to this mandate. Therefore, Speech Analytics applications are used to ensure that agents are following compliance guideline by voicing disclosures and following various scripts.

By joining data from speech analytics application and the dialing system, multi-source performance analytics solutions provide even deeper insights. Integrating these two data sets offers different perspectives and provides answers to questions that are left unanswered by the standard speech analytics or dialer system reports. You can get answers to the following questions:

  • Do agents with highest compliance score collect the most or least payments?
  • Who are the agents with high compliance scores as well as the most collections? What can be learned from them? Can other agents be trained to perform like them?

Use Case 2: Correlating Data from Human Resources (HR) and the Dialing System

Multi-source performance analytics brings a true 360-degree view of not only agents but also the impact of compensation structure on their performance. It would be valuable for contact centers to gain insights by combining data from their HR systems and dialing system to understand:

  • Are agents performing better after a raise? Has the business outcome for the contact center improved?
  • If the improvement was temporary, how long was the impact before the performance was back to its prior level?

This information can be used to shape future training and differentiate what drives the best performance across the organization.

New multi-source performance analytic solutions, built on top of BI technology, make these questions easy to answer and help drive decision making for performance improvements across the board.

Download our solution brief to learn how to unleash the true power of your organization by leveraging LiveVox’s Multi-Source Performance Analytic Suite. Find out how combining data across compliance, operations, and business outcomes can provide an unprecedented 360-degree view into factors that drive the bottom line. 

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