Real Time Performance Management Systems for the Contact Center

Real Time Performance Management Systems for the Contact Center – Impact Blog!

Do you remem­ber the Obama/McCain pres­i­den­tial cam­paign of 2008? Obama pre­sented him­self as the can­di­date who was for­ward look­ing and cast McCain as the can­di­date who rep­re­sented the past. This future/past dichotomy is actu­ally one we see in con­tact cen­ters in how data is col­lected, ana­lyzed and syn­the­sized. Many soft­ware sys­tems that are used by con­tact cen­ters require addi­tional work hours to try and rec­og­nize pat­terns so as to avoid future pain points. This leaves man­agers and exec­u­tives mak­ing deci­sions based on what was rather than what is. It’s no won­der then why train­ing lags behind the cur­rent issues of the day. What if there was a sim­ple way to know what was hap­pen­ing within your con­tact cen­ter, as it was hap­pen­ing?! Wouldn’t it be help­ful if, as a man­ager, you were able to mon­i­tor the behav­iors of your floor and see where trou­ble spots were brew­ing so you could address them in real time? Well, this is becom­ing eas­ier thanks to real time per­for­mance man­age­ment sys­tems (RTPM).

Just as it sounds, RTPM sys­tems col­lects, ana­lyzes, syn­the­sizes and then presents data to the appro­pri­ate stakeholders–as it is hap­pen­ing. What this allows for is reac­tions to pat­terns, issues, and devel­op­ments to hap­pen in close to real time.  When RTPM soft­ware is used in tan­dem with other work­force opti­miza­tion tools, per­for­mance data can be lever­aged into busi­ness intel­li­gence that ben­e­fits and improves a con­tact center’s key per­for­mance metrics.

Some of the fea­tures that can be built into a RTPM sys­tem include on-demand train­ing and auto­mated agent coach­ing. What is appeal­ing about these fea­tures is that per­for­mance defi­cien­cies can be addressed as they occur.  Ben­e­fits of imple­ment­ing a RTPM sys­tem within your con­tact cen­ter include:

  • Cus­tomer Ser­vice Con­sis­tency. When man­agers can respond to issues as they are hap­pen­ing, they have the oppor­tu­nity to “save the call” and work toward a pos­i­tive out­come. RTPM sys­tems can mon­i­tor in-progress calls auto­mat­i­cally for such pre-defined lan­guage and acoustic char­ac­ter­is­tics as churn lan­guage, esca­la­tion attempts, and aggres­sive emo­tions and promptly alert man­agers. This gives man­agers the oppor­tu­nity to inter­vene and take proac­tive steps at resolv­ing an issue before it esca­lates into a much big­ger time and money con­sum­ing interaction.
  • Com­pli­ance. Depend­ing on the nature of your con­tact cen­ter, com­pli­ance issues may be cru­cial to your bot­tom line. RTPM sys­tems can mon­i­tor lan­guage being used and alert a man­ager if an agent fails to com­mu­ni­cate cer­tain terms that are required as part of a con­ver­sa­tion between cus­tomer and company.
  • Real-Time Train­ing.  When incon­sis­ten­cies or defi­cien­cies are detected by the RTPM sys­tem, a pop-up train­ing mod­ule can be made avail­able for the agent to get real-time feed­back and help with what­ever issue needs to be addressed. Hav­ing an inte­grated on-demand coach­ing solu­tion allows man­agers to deliver appro­pri­ate train­ing to agent desk­tops. Hav­ing the abil­ity to send tar­geted train­ing and coach­ing mod­ules to an agent, or a group, at pre-determined trig­ger points (i.e. calls tak­ing too long, no first con­tact res­o­lu­tion, etc.) assures man­agers that agents are get­ting train­ing that is spe­cific to areas that need attention.

As with most tech­nol­ogy, cloud-based com­put­ing is bring­ing the over­all prices down. More com­pa­nies are offer­ing RTPM solu­tions and if your com­pany wants to inte­grate the power of “now” into your con­tact cen­ter, there is no time like the present.

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