Most contact centers today have a well-embedded quality management process in place, but is your quality program falling short by failing to deliver real business value?
One of the ways businesses can tie analytics to actionable intelligence is through the Aspect Applications Foundations – specifically the Advanced Analytics Foundation. Watch the video to learn what’s possible.
While most businesses actively record customer interactions, this data is useless until it has been analyzed. It’s this process of analyzing data that tends to be dauntingly time-intensive, inefficient and overwhelming. At best, most supervisors have the capacity to analyze only a fraction of actual data collected. Often the problem isn’t having enough recorded and collected data. It’s having the capacity to analyze it.
Are you losing valuable insights to the sheer volume of recorded calls?
In reality, quality recording alone has become table stakes for the majority of businesses. It’s time to move toward a quality solution that accomplishes all three of these imperatives for the next-generation contact center:
- Capture quality insights into customer data and staff resources
- Analyze the data you collect as part of the quality process
- Deliver clear visibility into quality, customer feedback and operational performance that is accessible to all stakeholders and decision makers
Without each of these key elements in place, you risk missing key actionable intelligence that has the potential to shape business decisions and impact the bottom line while increasing customer satisfaction and retention.
Aspect’s Advanced Quality Analysis unites analytics-driven quality technology with performance management tools and dashboards for maximum visibility and control, enabling you to:
- Identify bottlenecks and pinpoint process improvements
- Categorize calls to perform root cause analysis
- Spot opportunities for training/coaching
- Increase first call resolution
- Reduce average handle times
- Improve your overall sales effectiveness
Interested in knowing more about this cost-saving quality monitoring solution? Read the full white paper.