Ventana Research Discusses the Value of Analytics-Driven Quality Monitoring

Ventana Research just released a new research perspective focused on the use of advanced analytics in the contact center, “Improving Business Performance through Outcome-Focused Quality Monitoring.” In the brief, Ventana discusses the prevalence of call recording (anywhere from 2.5% to 100% of calls) and the range of tools, from spreadsheets to advanced analytics, used to review these calls.  Although these recordings contain potentially valuable insights into what agents and callers say during calls, research shows that most contact centers review them manually and only to assess agent performance.  Even worse, they only review a randomly selected 5% of the calls that are recorded. Imagine the valuable data that is being left behind and the intelligence that could be shared!

Luckily, new technologies are enabling companies to change their quality monitoring processes to better support overall business objectives. Advanced analytics tools work with unstructured data such as call recordings, text and event data collected as agents use their desktop systems. Now it’s possible to record 100% of your calls and also capture the critical data found in emails, letters, web-based chat sessions, survey forms, and then link it all back to the original call. This provides a more comprehensive view of the customer’s interactions and allows managers to identify problems areas more quickly, ultimately impacting the customer experience and business outcomes.

As a sponsor of Ventana's research, we’re proud that VPI Empower™ is a solution that provides the benefits of an analytics-driven approach mentioned in the brief, including:

• It is timelier and less costly
• It enables companies to prioritize the review of the interactions by categorizing interaction recordings by business issues and outcomes
• It has a more unified structure
• It is more objective, so all participants can trust the outputs

Click here to download a copy of the research perspective from Ventana and let us know your thoughts on analytics driving business outcomes in the contact center.

How are you monitoring calls in your contact center today?