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Analytics Applications in Contact Centers Make Gains


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Presentation that focuses on new developments & trends in Agent Performance Optimization (APO). Also the presentation touches on the impact of the economy, the emergence of analytics and what it means, and the strategic recommendations for End Users.

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Analytics Applications in Contact Centers Make Gains

  1. 1. Analytics Applications in Contact Centers Make Gains Keith Dawson, Principal Analyst Contact Centers September 22, 2009
  2. 2. 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 2
  3. 3. 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) 3
  4. 4. 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 4
  5. 5. 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 5
  6. 6. Increasing Environmental Complexity 6
  7. 7. 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 7
  8. 8. 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 8
  9. 9. What Do We Know About Its Use? Note: Multiple mention question Source: Frost & Sullivan End-User Survey, 2009 9
  10. 10. What Do We Know About Its Use? Note: Multiple mention question Source: Frost & Sullivan End-User Survey, 2009 10
  11. 11. Analytics in Context Quali Performance Call ty Mgmt recording Moni torin g Call center Speech Reporting / Speech Recog- Analytics Analytics nition Web Business Analytics Enterprise Intelligence 1999 2003-2005 2009 11
  12. 12. Fostering Closed-Loop Continuous Improvement 12
  13. 13. 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 13
  14. 14. Your Feedback is Important to Us What would you like to see from Frost & Sullivan? Growth Forecasts? Competitive Structure? Emerging Trends? Strategic Recommendations? Other? Source: Please inform us by taking our survey. 14
  15. 15. For Additional Information For Additional Information Craig Hays Jake Wengroff Sales Manager Global Director Information & Communications Corporate Communications Technologies (210) 247-3806 (210) 247-2460 Ashwin Iyer Research Manager Information & Communication Technologies (650) 475-4537 15