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.