Author:  Gary Barnett

This week marks an exciting time for Aspect Software and the contact center industry at large.  During the past 30 or so years, we’ve developed and delivered a number of innovative, best-in-class solutions that have enhanced our customers’ business processes.  Yesterday, we announced our latest - PerformanceEdge™, the industry’s first contact optimization suite that synchronizes workforce management, recording and quality management, performance management, campaign management, and coaching and eLearning.

The rationale for bringing all of these capabilities together is based on some interesting trends we’ve been seeing in the contact center.  Transaction volumes are increasing, forecasting and planning capabilities are typically lacking, reporting is non-existent or is limited due to a lack of real-time insight — particularly where there are siloed contact center systems — technologies don’t support business process initiatives and the existence of multiple contact centers creates increased pressure on managers to deliver meaningful, high-quality customer interactions.

All of these factors have made it particularly difficult for managers to obtain a complete end-to-end view of contact center performance and to make adjustments on the fly as conditions change.  This has also hindered a contact center’s ability to retain their best agents.

We recognized that by packaging all critical performance optimization capabilities together as one, complete suite, we could enable organizations to leverage their complete breadth of information about company-customer interactions to help improve agent retention, enhance service levels and better meet strategic goals.  Having access to all of the historic and real-time data, metrics and recordings across all systems and sites, as well as having a single sign on to administer agents once across all applications, allows contact centers to manage staff more efficiently and decrease administration costs. 

As a result, it is easier for contact centers to be proactive because they know what’s happened in the past, they can see what’s currently going on, plan for future scenarios and take the appropriate action right away to make intraday adjustments. 

The fact is that you can really effect tremendous change in your organization’s performance by synchronizing all of your performance optimization applications. Contact centers will have the tools, knowledge and power to ensure they are meeting both consumer demands and helping the enterprise achieve its objectives.  Using the right data for the right reasons can help contact centers consider everything that is happening and act now to improve performance, meet the soaring expectations of senior executives, and at the same time, make greater contributions to the bottom line.

Have you begun implementing multiple performance optimization solutions in your contact center?  I’d love to hear about some of the results you’re seeing.

This entry was posted on Tuesday, September 11th, 2007 at 5:19 am and is filed under Collections, Contact Center Technology, Customer Service/Consumer Demands, Performance Optimization, Sales and Telemarketing, WFM. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.