Significant advances in the solutions to improve the performance of contact centers have been made over the last few years. Among the new solutions available, contact center performance management (CCPM) and speech analytics are receiving a great deal of attention. Both offer significant benefits to companies that operate call centers,their management and staff, and their customers.
The challenge for many call center managers and executives evaluating these two technologies is that they both promise similar business benefits – reduced average handle time (AHT), improved first call resolution (FCR) and increased sales are justa few. However, while CCPM and speech analytics may promise similar benefits, the business problems they solve, the degree and source of the benefits they deliver, andthe deployment risks of each are quite different.
The purpose of this paper is to put CCPM and speech analytics into perspective, so that when you’re evaluating them you have a better understanding of their respective benefits, their differences, and which solution is right for your business.