I’m often reminded in my conversations that the complexity of customer inquiries handled by call centers is only going up as the ‘easy’ transactions are handled by self-service. This trend further fuels the need and adoption of disciplined quality monitoring practices.
But QM practices as we know them have been almost strictly built around the review and scoring of recorded calls. With the advent of speech, desktop analytics, screen recording, and integrated performance management, there’s now the opportunity to rethink and transform the impact of QM on the customer experience and cost of delivering service. The endgame can be the dramatic improvement of measurable results from QM and a return on the investment.
Speech analytics dominates the QM stage as an obvious extension of recorded calls–automating the review and scoring of recorded calls. The often overlooked opportunity is to now capture and analyze screen sessions either separately or in conjunction with the voice call. This rich data set of desktop information provides skills-based information to improve CSR productivity and monitor compliance to desktop processes.
The goal and aspirations of deploying any of these latest technologies include:
- Automation of the manual call review and scoring process
- Identification of the highest priority coaching opportunities tied to business metrics. See comments by Connie Moore of Forrester Research on the use of analytics to turn data into action
- Targeting specific skill gaps in call handling as well as desktop use.
- Expanding QM data sources beyond call recordings to include rich data from desktop sessions
Speech analytics might be a sure bet for any quality monitoring function. Also, if you haven’t already investigated desktop analytics, I urge you to take the next step. Just as you learn volumes from listening to recorded calls, imagine the impact of reviewing recorded desktop sessions and distilled data on CSR desktop skills. Add to the mix, the ability to integrate speech and desktop into coaching and performance management practices.
In any event, as you look at any of these technologies, start with the business problem that you are solving for. Ultimately, the solution will be a combination of technologies. And, take a moment to check out our new video “Enkata and the Customer Interaction Cloud“