Unleash Higher Agent Performance with Multi-Source Analytics

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With the influx of new technologies, contact centers are modernizing at a rapid pace. To stay ahead of the curve in delivering exceptional customer experience, companies are broadening their contact center capabilities by adding various third-party applications, spanning Speech Analytics, Customer Satisfaction Surveys, Multichannel Platforms, Workforce Optimization, and CRM just to name a few. As a result, contact center data resides in multiple siloed applications, making it difficult to gain meaningful insights and a 360-degree view into your contact center performance.

Most contact centers use standard reports that can only analyze data from individual applications. These reports fail to understand the correlation between various datasets that exist in disparate applications and their impact on agent and operational performances. Contact centers need to rethink their approach to analytics, as standard reports cannot provide the deep intelligence required to optimize operational and agent efficiencies and uncover hidden performance bottlenecks.

In this blog post, we will cover how multi-source analytics dynamically correlates factors from siloed data sources to provide a 360-degree view of contact center operations.

Why Classic Reporting is Not the Right Approach Anymore

There are two primary issues with classic reporting solutions. They are:

  • Centered Around Static Reports: They usually follow the paradigm that the user should know what parameters he/she wants to measure before creating the report. Based on the requirement, data is collated, and the report is created. Classic reports are not well suited to mine and explore raw data, and cannot drill down on the fly. They are unable to dynamically correlate data from one application with another set of data, missing out on insights that are invaluable in determining what drives contact center performance.
  • Limited to Single-Source Data: They primarily focus on exploring data and providing reports on operations of a single application. For example, a standard report provides insights on dialer data such as duration of calls, number of calls, average talk time, and so forth. But they fall short of integrating and correlating data from various third-party applications as well as lack unified reporting through a single pane of glass.

Multi-Source Performance Analytics: The New Era of Contact Center Business Intelligence

Modern tools have revolutionized the world of data science. Multi-source performance analytics solutions enable collating, exploring, and visualizing large volumes of data from multiple sources. Agile BI technologies quickly and intuitively search for patterns of data by dynamically correlating different components from scattered data sets. Comprehensive analysis is enabled by integrating data from third-party applications including Speech Analytics, CRM, WFM and more into a single performance analytics platform.

These new solutions allow you to capture data in structured as well as unstructured formats without needing to proactively imagine the report that needs to be produced. Multi-source performance analytics empowers contact centers to view data from multiple perspectives and gain unparalleled actionable insights to optimize performance.

Let’s see how multi-source performance analytics can drive greater agent performance:

A typical agent scorecard includes standard KPIs such as RPC, average wait times, and abandonment rates – data that typically resides in the dialer. A comprehensive Agent Scorecard, not only includes the dialer data but also provides other key metrics such as “Compliance Score” – benchmarks that can only be determined by incorporating data from the CRM and WFM applications.

Use Case 1: Correlating Data from Speech Analytics Applications and the Dialing System

For businesses in highly regulated industries, compliance is critical, and agents are likely required to read disclosures, such as a mini-miranda, at the beginning of an outbound call. But agents do not always adhere to this mandate. Therefore, Speech Analytics applications are used to ensure that agents are following compliance guideline by voicing disclosures and following various scripts.

By joining data from speech analytics application and the dialing system, multi-source performance analytics solutions provide even deeper insights. Integrating these two data sets offers different perspectives and provides answers to questions that are left unanswered by the standard speech analytics or dialer system reports. You can get answers to the following questions:

  • Do agents with highest compliance score collect the most or least payments?
  • Who are the agents with high compliance scores as well as the most collections? What can be learned from them? Can other agents be trained to perform like them?

Use Case 2: Correlating Data from Human Resources (HR) and the Dialing System

Multi-source performance analytics brings a true 360-degree view of not only agents but also the impact of compensation structure on their performance. It would be valuable for contact centers to gain insights by combining data from their HR systems and dialing system to understand:

  • Are agents performing better after a raise? Has the business outcome for the contact center improved?
  • If the improvement was temporary, how long was the impact before the performance was back to its prior level?

This information can be used to shape future training and differentiate what drives the best performance across the organization.

New multi-source performance analytic solutions, built on top of BI technology, make these questions easy to answer and help drive decision making for performance improvements across the board.

Download our solution brief to learn how to unleash the true power of your organization by leveraging LiveVox’s Multi-Source Performance Analytic Suite. Find out how combining data across compliance, operations, and business outcomes can provide an unprecedented 360-degree view into factors that drive the bottom line. 

Unleashing Potential: Gaining Valuable Agent Performance Insights

In today’s rapidly evolving contact center landscape, gaining valuable agent performance insights is more important than ever. Contact centers recognize that traditional reporting solutions are no longer sufficient in providing the deep intelligence needed to optimize operational efficiencies and uncover hidden performance bottlenecks. That’s where multi-source performance analytics can help revolutionize how contact centers operate.

Multi-source performance analytics offer a powerful solution by dynamically correlating data from various applications and sources, allowing contact centers to gain a comprehensive 360-degree view of their operations. These modern tools enable contact centers to move beyond static reports and delve into raw data, unlocking valuable insights that were previously inaccessible. By integrating data from multiple applications, such as LiveVox’s Speech Analytics, CRM, and WFM solutions, multi-source performance analytics allow contact centers to analyze data from different perspectives, leading to actionable agent performance insights that can be used to drive improvement.

Imagine a comprehensive agent scorecard that goes beyond traditional metrics and incorporates key performance indicators from the dialer, CRM, and WFM applications. With multi-source performance analytics, contact centers can gain holistic agent performance insights, allowing them to assess agent productivity, customer interactions, and adherence to schedules. This comprehensive approach enables contact center managers to identify areas of improvement and implement targeted strategies to enhance agent performance.

By leveraging multi-source performance analytics, contact centers can uncover valuable insights previously hidden within the siloed data of individual applications. These insights empower contact center managers to make data-driven decisions, improve operational efficiencies, and enhance customer satisfaction. By gaining detailed agent performance insights from multiple perspectives, contact centers can unlock the full potential of their agents and drive success in today’s competitive landscape.

Empowering Excellence: Elevating Contact Center Performance through Agent Management

Elevating contact center performance to new heights requires a strategic focus on effective agent management. With the power of multi-source performance analytics, contact centers can unlock the full potential of their agents and enable them to excel in their roles. These advanced analytics solutions leverage data from various sources, including speech analytics applications and the dialing system, to provide deeper insights into agent compliance and performance. Multi-source performance analytics reveal hidden patterns and correlations, going beyond standard reports. Contact centers can gain a comprehensive understanding of agent performance, addressing questions about compliance scores, collections, and training opportunities. Valuable insights can shape agent performance management to drive improvement across the board.

Multi-source performance analytics can offer a 360-degree view by integrating HR data with the dialing system. This approach explores the impact of compensation structures on agent performance management and business outcomes. An analysis can identify trends linking compensation changes to performance improvements or declines, informing decisions on raises, incentives, and training programs.

Leveraging multi-source performance analytics enables contact centers to deepen their understanding of agent performance management, identify areas for improvement, and implement targeted strategies for overall performance enhancement. Managers can make informed decisions, nurture agent development, and drive success.

In summary, multi-source performance analytics can revolutionize agent management in contact centers. By combining data from diverse sources, these solutions provide comprehensive insights into agent compliance, performance, and compensation impacts. This helps you uncover valuable patterns, design training programs, and drive continuous improvement. With multi-source performance analytics, agents are empowered to excel, leading to exceptional customer experiences.

Discovering the Roots of Success: Unveiling the Power of Source Analytics in Contact Centers

The power of source analytics is a game-changer for contact center leaders. Traditional reporting solutions fall short of providing a comprehensive understanding of contact center performance, as they are limited to exploring data from single applications. However, with the advent of multi-source performance analytics, contact center business intelligence is undergoing a revolution. Let’s talk about how source analytics can help you improve.

Multi-source analytics allows contact centers to go beyond the constraints of individual applications and unlock the full potential of their data. Contact centers can gain a panoramic view of their operations by collating, exploring, and visualizing data from multiple sources such as Speech Analytics, CRM, WFM, and more. They can identify areas of improvement, refine strategies, and make data-driven decisions that drive contact center success. This holistic approach enables a deeper understanding of the factors that drive the bottom line.

The true power of source analytics lies in its ability to uncover hidden insights and correlations previously obscured. Contact centers can identify meaningful connections between datasets by integrating data from disparate applications into a single performance analytics platform. This leads to actionable insights that optimize operations, improve compliance, and enhance overall business outcomes.

Source analytics is the foundation for a successful contact center. It provides you and your team with the tools you need to unlock the full potential of your data. By harnessing the power of multi-source performance analytics, contact center leaders can delve deeper into their operations, gain valuable insights, and take proactive steps to optimize performance and drive success.

Driving Contact Center Success through Agent Effectiveness

Driving contact center success hinges on maximizing agent effectiveness. With the power of multi-source performance analytics, you can unleash the hidden potential of your agents and propel your contact center to new heights. By analyzing data from various sources, these advanced analytics solutions provide deep insights into agent performance, compliance, and training opportunities, enabling you to make informed decisions and drive continuous improvement.

For example, by correlating data from speech analytics applications and the dialing system, you can assess agent compliance with disclosure requirements and gain valuable insights into agent performance. By identifying top-performing agents and studying their strategies, you can uncover best practices and share them with the rest of your team to enhance overall agent effectiveness.

Additionally, integrating data from HR systems and the dialing system offers a comprehensive view of agent performance and the impact of compensation structures. You can explore the relationship between compensation changes and agent performance trends, helping you make informed decisions about future raises, incentives, and training programs to optimize agent effectiveness and drive continuous improvement.

To unlock the true power of your contact center and harness the capabilities of multi-source performance analytics, turn to LiveVox’s performance analytics suite. Our solutions combine compliance, operations, and business outcomes data to provide unparalleled insights and optimize performance. Download our solution brief to discover how LiveVox can empower your contact center with comprehensive analytics and support your journey toward agent effectiveness excellence.

At LiveVox, we are committed to supporting your contact center’s success. Contact us at info@livevox.com to learn more about our solutions and how we can help you unleash the hidden potential of your contact center through agent effectiveness. Let’s elevate your contact center performance and deliver exceptional customer experiences together.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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