analytics applications in contact centers make gains
TRANSCRIPT
Analytics Applications in Contact Centers Make Gains
Keith Dawson, Principal Analyst
Contact Centers
September 22, 2009
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Focus Points
• New Developments & Trends in Agent Performance
Optimization (APO)
• Impact of the Economy
• Emergence of Analytics & What it Means
• Strategic Recommendations for End Users
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New Developments in APO
Key Developments, 2007-2008
• Reversion to cost control stance
• Headcount productivity & ROI key drivers
• Extended buying cycles
• Vertical market variations
• Focus on the smaller market
• Commoditization of core tools
• Increasing adoption of value-added applications
(analytics)
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Analytics in APO – Market Drivers
• Analytics applications appeal to cost-cutters and
performance boosters
• Economic climate prods cost control and resource optimization efforts
• Increase in efforts to uncover root cause of
customer issues and amplify “voice of the
customer”
• Complex CC environments (multi-site, multi-skill)
necessitate better analysis tools
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Analytics in APO – Market Restraints
• Downturn has lengthened purchasing timelines
• Commoditization of core tech driving prices
down, forcing vendors to push value-added apps
• Customer confusion about boundaries and
functions of related tools
• High cost of deployment for speech-related and other complex analytics tools
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Increasing Environmental Complexity
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Data Makes the World Go Round
• Contact center data enables:
• Prediction
• Analytics
• Better metrics/key performance indicators (KPIs)
• Finding root causes
• That allows you to:
• Boost customer satisfaction and increase revenue
• Meet service level objectives
• Increase first call resolution
• Reduce call waiting times
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Contact Center Analytics Defined
A working definition:
hardware and software that:
1. Aggregates voice calls
2. Harvests trends and patterns
3. Compares across time and
data sets
4. Relates data to action steps
5. Shares findings with
whomever needs to know
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What Do We Know About Its Use?
Note: Multiple mention question
Source: Frost & Sullivan End-User Survey, 2009
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What Do We Know About Its Use?
Note: Multiple mention question
Source: Frost & Sullivan End-User Survey, 2009
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Analytics in Context
1999 2003-2005 2009
Call recording
Quality Moni
toring
Business Intelligence
Reporting /
Analytics
Web Analytics
Performance Mgmt
Speech Recog-nition
Speech Analytics
Call center
Enterprise
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Fostering Closed-Loop Continuous Improvement
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Strategic Recommendations for End Users
1. Make sure the output of an
analytics system is actionable, not just
descriptive
2. Examine the existing
analytics tools in place, and see if they can be
connected
3. Look outward, to intelligence tools used by
other departments for help
in de-siloing contact center
analytics
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Your Feedback is Important to Us
Growth Forecasts?
Competitive Structure?
Emerging Trends?
Strategic Recommendations?
Other?
Please inform us by taking our survey.
What would you like to see from Frost & Sullivan?
Source: www.frost.com
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For Additional Information
For Additional Information
Jake Wengroff
Global Director
Corporate Communications
(210) 247-3806
Craig Hays
Sales Manager
Information & Communications Technologies
(210) 247-2460
Ashwin Iyer
Research Manager
Information & Communication Technologies
(650) 475-4537