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How Does Contact Analytics Improve Agent Performance?


Scott Kendrick

May 26, 2016

contact center manager speaking to agent
contact center manager speaking to agent

When was the last time you had an exceptional experience as a customer?

Maybe you received the wrong item you’d ordered online, called customer service, and had the correct item delivered to your doorstep the next morning. Maybe you tweeted at a company to get a quick response to a problem or question and got just that.

Whatever it was, the point is this: Your experience was memorable.

Chances are more than likely that your noteworthy experience came as a result of the customer service agent behind the interaction. Due to their position on the front lines of customer interaction, agents are often directly responsible for making – or breaking – a customer relationship.

But the question is: How do you ensure that your contact center agents are providing the types of experiences customers are looking to have?

Let’s take a look at contact analytics and explore how it helps to improve agent performance and ultimately leads to a better customer experience:

Real-Time Quality Monitoring

Traditional quality assurance (QA) programs, while able to provide some insight into agent performance, are based on a random selection of calls, which makes it virtually impossible for you to get a true sense of why customers are calling or how each individual agent is performing.

With contact analytics solutions, however, you can monitor and analyze 100% of calls. But it’s about more than just listening to call recordings – it’s about listening to customer conversations in real time and making adjustments as necessary.

CallMiner’s EurekaLive, for example, provides feedback to supervisors and agents while calls are still ongoing. In other words, the real-time feedback customers are giving is being tracked and acknowledged to improve agent performance both in the moment and down the line.

Personalized Feedback & Coaching

With real-time insights in hand, you can not only improve agent performance, but also positively impact the customer experience. Contact analytics tools help you identify agent coaching and training opportunities as well as provide agents with actionable information they can use to improve their own performance.

After CallMiner helped end-to-end e-commerce provider TradeGlobal implement contact analytics, the company began to see its overall agent quality improve. “Our new agents are hitting the phones with better quality scores than ever before,” says TradeGlobal. “We no longer see the QA ramp-up that we had previously just accepted as the norm. The agents’ ability to monitor their scores and listen to problem areas only reinforces the training and helps them maintain high scores.”

Linked Interactions

In addition to boosting agent performance with personalized feedback, training, and coaching opportunities, contact analytics also gives you the ability to see linked customer interactions, which creates a complete picture of the customer experience journey.

By developing a 360 degree view of the customer, you can capture customer conversations from across channels. The end result?

Agents who understand customer pain points, channel preferences, history with the company, etc., and can provide better customer service as a result.

Final Thoughts

Agents are at the heart of every customer interaction – so it’s critical that you find ways to continuously drive agent performance improvements. With contact analytics in place, you can help agents provide the types of customer experiences that lead to retention, loyalty, and positive relationships down the line.

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