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Minimizing contact center analytics’ “big brother” perceptions

Question:

We are adding speech, text and desktop analytics solutions in our contact center. How
do we minimize the perception of “big brother”?

Answer:

Helping agents understand how contact center analytics can contribute to their success is key. Lack of communication with agents can lead them to believe that these applications are being added to catch them doing something wrong. While it is true that contact center analytics provide managers with greater insight into what agents say, type and view during their workday, this is only a small part of what these applications offer. Speech, text and desktop analytics can empower agents and transform their work experience. Here are a few of the ways agents will benefit from these solutions:

  • Real-time agent guidance or next-best action – These features provide direction based on contextual information from the in-process interaction. Guidance can include targeted scripts that give agents the most appropriate direction to take/optimal offer to make, or show employees the next steps for properly handling inquiries or accurately processing a work item.
  • Analytics-enabled quality assurance (AQA) – AQA leverages speech and text analytics to provide timely, ongoing feedback to agents. AQA is an important agent motivational tool because it can review all verbal and text-based interactions, rather than the hit-or-miss evaluation of random interactions in traditional QA programs. And because a significant portion of the AQA process is automated, it frees up QA specialists, supervisors and trainers to dedicate more time to helping develop agents.
  • Identify compliance issues – Alerts notify an agent to deliver regulatory disclosures, or guidance is provided to ensure regulatory-compliant contact handling and help reduce risk. Avoidance of potentially substantial fines for non-compliance with regulations benefits the organization and its agents.
  • Early warning system – Contact center analytics can help identify issues caused by systems or processes, so they can be fixed. Automated classification of interactions identifies the root cause of operational issues – whether they originate in sales, marketing, credit, billing, statement rendering, payment processing, manufacturing, product design, etc. that drive customer dissatisfaction and increased customer inquiries.