New Guide: How to Solve 7 Everyday Contact Center Problems with Analytics

Renowned contact center market research firm Pelorus Associates just published a new and exciting resource guide on the use of analytics in the contact center. In it, they discuss 7 problems that can easily be solved with desktop analytics:

1. Measurement and analysis of first call resolution (FCR)
2. More effective agent evaluations
3. Optimizing call handle time
4. Campaign analysis
5. Identification of at-risk customers
6. Collections optimization and compliance
7. Achieving PCI-DSS compliance

Chief analyst and author Dick Bucci does a great job of illustrating the power of contact center analytics by describing the challenges faced by the contact centers of a fictional cable company. By digging deeper, desktop analytics like VPI Fact Finder can, for example, identify outstanding agents out of seemingly poor-looking call handle time statistics by uncovering call types, processes, and policies that are unnecessarily increasing handle time. Other compelling examples include the poor results of a marketing campaign that were turned around once analysis showed that agents were having to return calls due to lack of training. Once the agents received proper training, the campaign met its revenue goals.

Another powerful capability of call center analytics is providing more effective agent evaluations. The primary aim of these evaluations should be to improve performance by identifying specific target areas for coaching and training support. Call center analytics software allows for selection of call monitoring on the basis of several criteria, including call type, call length, repeat callers, customer type, disposition code, credit score, account balance, and many others. You can even combine criteria to track very specific types of calls.

Finally, desktop analytics is a critical factor in increasing collections while maintaining compliance with federal regulations.  It can help to identify best practices that help speed collection of overdue accounts and ensure that all contacts made are within compliance guidelines.

Download your complimentary copy of the guide 'How to Solve 7 Everyday Contact Center Problems with Analytics' now to learn how you can put this powerful tool to work in your contact center.