Desktop Analytics to Focus Your Quality Monitoring for Better Results

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Desktop Analytics to Focus Your Quality Monitoring for Better Results

Posted On : Aug-18-2010 | seen (710) times | Article Word Count : 629 |

Desktop analytics help track daily activities to find ways to improve operations, increase quality and become more efficient.

Introducing the power of desktop analytics. Do you view your recorded call and screen interactions as an element of data that helps you inspect your business? Do you have an effective, cost-effective method to unlock information that is critical to inspecting interactions in context of business outcomes? How do you identify and address business issues that go beyond agent behavior - to optimize the business impact of recording and quality evaluation, associated with fostering your customer relationships?

Traditional call center quality assurance methods dictate review of randomly selected calls. We agree that pulling random samples of recordings for inspection is the only practical way to measure key behaviors and processes that are impacting the business. The real question is - random samples of what recordings? Not all recordings have the same value and deserve time and resources to be invested into their review.

As you record interactions and collect metadata, VPI helps you visualize, interpret and act on your records in a revolutionary way. Recordings do not need to be flat and unintelligent entities anymore. You are no longer limited to a simple “beginning and end” visualization on a timeline that represents your voice file length. When you use VPI’s intelligent recording systems with integrated desktop analytics for call center quality assurance, you can see - before you even listen to a call - what happened, when it happened, how it ended, and how it relates to your specific business objectives. Your team can use this information to determine if the call holds enough value to justify inspection, or move on to another transaction that is likely to be more revealing and more actionable. Now you can target your time and resources wisely to maximize the business impact of your call center quality assurance.

The VPI approach that leverages tightly integrated desktop analytics are unique. Unlike what any other alternatives permit, it can bring this level of intelligence to the capture and playback process – accurately and cost-effectively. While one of your options is to unpack the call content through expensive and lengthy to implement speech analytics application approach, the VPI method unlocks this valuable information at a much lower cost and in a fraction of the time. Powered by VPI Fact Finder, you will be able to monitor agent use of applications at the desktop level and "extract" valuable information as it is accessed or entered into systems. Without back-end integration work, and typically implemented within minutes, you will be able to "listen" to any Windows-based or Web-browser Based application interface, scrape important information about each transaction and associate it with appropriate voice and/or screen recordings.

To illustrate the power of VPI Fact Finder - if you were in a sound-proof booth, and could only watch the agent access or enter information, do you think you would have a handle on what the call was about? Sure you would. VPI Fact Finder is like looking over their shoulder and automatically taking notes of the key information and events that happen within a call and appending your observations to the call record, so you can understand the call context from an at-glance view before you even listen. For example, you could pull Customer ID, Sales Value, Product Codes, Call Disposition, etc, and place these values in the database associated with the call record. Often the data about the interaction is more important than the call recording itself. Utilizing this captured data and combining it with dozens of telephony-related metrics, you gain the ability to support your call center quality assurance program and serve your organization's call center optimization efforts in ways that far exceed traditional quality monitoring methods.

For more information, visit VPI-corp.

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<h1>Desktop Analytics to Focus Your Quality Monitoring for Better Results</h1> Author: <a href='http://www.articleseen.com/profile_Seo5 Consulting.aspx'>Seo5 Consulting</a> Introducing the power of desktop analytics. Do you view your recorded call and screen interactions as an element of data that helps you inspect your business? Do you have an effective, cost-effective method to unlock information that is critical to inspecting interactions in context of business outcomes? How do you identify and address business issues that go beyond agent behavior - to optimize the business impact of recording and quality evaluation, associated with fostering your customer relationships?

Traditional call center quality assurance methods dictate review of randomly selected calls. We agree that pulling random samples of recordings for inspection is the only practical way to measure key behaviors and processes that are impacting the business.  The real question is - random samples of what recordings? Not all recordings have the same value and deserve time and resources to be invested into their review.

As you record interactions and collect metadata, VPI helps you visualize, interpret and act on your records in a revolutionary way. Recordings do not need to be flat and unintelligent entities anymore.  You are no longer limited to a simple “beginning and end” visualization on a timeline that represents your voice file length. When you use VPI’s intelligent recording systems with integrated desktop analytics for call center quality assurance, you can see - before you even listen to a call - what happened, when it happened, how it ended, and how it relates to your specific business objectives.  Your team can use this information to determine if the call holds enough value to justify inspection, or move on to another transaction that is likely to be more revealing and more actionable. Now you can target your time and resources wisely to maximize the business impact of your call center quality assurance.

The VPI approach that leverages tightly integrated desktop analytics are unique. Unlike what any other alternatives permit, it can bring this level of intelligence to the capture and playback process – accurately and cost-effectively. While one of your options is to unpack the call content through expensive and lengthy to implement speech analytics application approach, the VPI method unlocks this valuable information at a much lower cost and in a fraction of the time.  Powered by VPI Fact Finder, you will be able to monitor agent use of applications at the desktop level and "extract" valuable information as it is accessed or entered into systems.  Without back-end integration work, and typically implemented within minutes, you will be able to "listen" to any Windows-based or Web-browser Based application interface, scrape important information about each transaction and associate it with appropriate voice and/or screen recordings.

To illustrate the power of VPI Fact Finder - if you were in a sound-proof booth, and could only watch the agent access or enter information, do you think you would have a handle on what the call was about?  Sure you would.  VPI Fact Finder is like looking over their shoulder and automatically taking notes of the key information and events that happen within a call and appending your observations to the call record, so you can understand the call context from an at-glance view before you even listen. For example, you could pull Customer ID, Sales Value, Product Codes, Call Disposition, etc, and place these values in the database associated with the call record.  Often the data about the interaction is more important than the call recording itself.  Utilizing this captured data and combining it with dozens of telephony-related metrics, you gain the ability to support your call center quality assurance program and serve your organization's call center optimization efforts in ways that far exceed traditional quality monitoring methods.

For more information, visit VPI-corp.About the Author: VPI [Voice Print International] is the premier global provider of <a rel="nofollow" href=http://www.vpi-corp.com/>interaction recording</a> and analytics, contact center quality management and workforce optimization solutions. For more information visit <a rel="nofollow" href=http://www.vpi-corp.com/>www.vpi-corp.com</a>. Article Source: <a href='http://www.articleseen.com/Article_Desktop-Analytics-to-Focus-Your-Quality-Monitoring-for-Better-Results_29630.aspx'> http://www.articleseen.com/Article_Desktop Analytics to Focus Your Quality Monitoring for Better Results_29630.aspx</a>

Article Source : http://www.articleseen.com/Article_Desktop Analytics to Focus Your Quality Monitoring for Better Results_29630.aspx

Author Resource :
VPI [Voice Print International] is the premier global provider of interaction recording and analytics, contact center quality management and workforce optimization solutions. For more information visit www.vpi-corp.com.

Keywords : Desktop Analytics, Contact centre quality monitoring, VPI, Call Recording, Voice Logger, Call Logging,

Category : Communications : Communications

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