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Real-Time Performance Management is Key to Success

The number-one “ask” by contact center managers is for accurate and actionable real-time information. Despite having access to data from anywhere from 2 – 40+ operating systems and applications, contact center and enterprise executives are frustrated by the lack of timely consolidated information that gives them the insights they need to alter the course of their service organization in real time.

The Role of Real-Time Contact Center Performance Management

This is where real-time contact center performance management (CCPM) makes a major contribution. Real-time performance management applications are designed to access relevant data in real time from internal and external systems, to generate the key performance indicators (KPIs) managers need to evaluate the performance of their department and agents. The idea behind real-time CCPM is that it gives managers and agents actionable snapshots so that they can make necessary corrections throughout the day. These small modifications can often make the difference between meeting and missing their goals. The result is a direct, positive impact on the customer experience and operating costs, two of the top goals for contact centers.

The Trouble with Contact Center Performance Management

Contact center performance management is a high-value application that provides quantifiable benefits when organizations use this application effectively. These solutions help contact center managers align their goals with those of the enterprise, and produce dashboards and scorecards that allow them to improve department and agent performance. Unfortunately, since too many people view performance management as merely sophisticated reporting, it is often overlooked. These solutions are struggling for acceptance and adoption, despite their high value.

The Competitive Landscape

There are many contact center vendors who produce a few metrics in real time, but few that deliver real-time CCPM applications. Many of the vendors appreciate the benefits of real-time information, but have decided that they want to provide data only from their own application. Other vendors provide a small real-time performance management feature, but are not building out their features because they have not been very successful in selling these capabilities. Then there are a few innovators who are willing to invest in this important solution because they recognize its potential, even as they struggle to convince the market to increase its adoption of their applications.

In the past two years, gamification has attracted the attention of contact center and enterprise leaders as an important real-time contact center performance management tool. Managers are using these solutions to provide effective real-time and near-real-time feedback to agents, whether in the form of coaching tips or ways to increase sales.

The Outlook for Real-Time Contact Center Performance Management

Despite the current challenges, the potential for real-time contact center performance management is great. These solutions deliver quantifiable benefits while improving agent satisfaction and engagement. They reduce operating costs while improving customer satisfaction because they give managers and agents information that allows for immediate course corrections. Enterprises and vendors all agree on the value and benefits of these solutions, but the market needs to come up with a winning formula to increase adoption of these solutions. Gamification is one small step in the right direction. DMG expects to see more of the contact center vendors to slowly add real-time capabilities to their suites in response to customer needs, and we encourage end users to push their vendors to make these investments. Real-time contact center performance management is a tool that truly makes a difference when companies adopt the right practices along with the applications.

Ask the Experts

Question:
What is a voice e-Signature and how can it be used?

Answer:
Digital channels have become a ubiquitous form of communication. Given their 24/7 availability and auditability, it’s easy to see why digital channels have become consumers’ preferred means of transacting business. A problem arises, however, when digital transactions require a legally binding signature to complete the deal, sale, contract, purchase, trade, etc. Legally binding signatures must meet three qualifications: authenticity, integrity and non-repudiation.

e-Signature capabilities leverage voice biometrics technology to capture a legally binding digital signature by means of a “voice signature.” The same technology used to authenticate speakers in a contact center is now being used to verify that the person providing an electronic signature is in fact who they say they are (authenticity) and willingly cooperating in the transaction. The electronic documents are watermarked, date and time stamped, and digitally certified as tamper-proof (integrity). The electronic “binder” with the documents and authenticated voice signatures is assigned a unique identifier and/or barcode, encrypted and stored. The electronic document can be retrieved as proof in cases of dispute or denial (non-repudiation).

Legislation in the US, UK and elsewhere around the world governs the requirements, use and legality of e-Signatures. Organizations that plan to implement voice e-Signature programs need to understand the legislation and the features provided in their voice biometrics solution to ensure they are complying with regulatory requirements for their specific region and industry.

DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in unified communications, contact centers, back-office and real-time analytics. Learn more at www.dmgconsult.com.