Contact Centers Realize Benefits In Solutions When Needs Are Understood

摘要

Contact center managers rely greatly on the performance of their agents to drive the overall performance of the contact center. While disparate solutions have traditionally been in place to drive performance, it wasn't until contact center performance management (CCPM) solutions became available that these managers were able to measure a difference.rnSpeech analytics have also gotten a great deal of attention as of late as such solutions can offer significant benefits to the contact center, management, staff and even customers. And, while speech analytics and CCPM deliver measurable benefits, it is challenging for many contact center managers to evaluate the solutions and discern one from the other.rnRob Berry, with Enkata, shared his opinions recently that while it is true that speech analytics and CCPM offer many of the same benefits, they each solve different business problems. Plus, there is a difference in the degree and source of the benefits they deliver and the deployment risks of each are significantly different.