DVSAnalytics Executive Interview
How have workforce optimization and workforce management
solutions evolved over the past several years and how are they being used to
make an even more positive impact on
contact center performance?
On the WFO side, the development of eCoaching courses that
are automatically assigned to agents as a result of lower customer interaction
evaluation scores, has enabled organizations to rapidly target and improve
agent performance, which has a direct correlation to improved customer
On the WFM side, the development of agent-facing mobile
applications has improved the ability of supervisors to “push” short term
schedule changes/requirements to their teams on a more efficient basis as well
as enabled agents to more rapidly inform supervisors of personal issues that
impact scheduling. The increased speed
that a scheduling team can adapt the schedule to address these emerging issues will
ensure a higher enterprise-wide adherence rate and accordingly, a higher level
of customer service.
What is "interaction recording" and what benefits does it
offer to businesses with contact center operations in a variety of industries?
Interaction recording is the capturing of the audio
conversation between an agent and a customer and the associated screen activity
of the agent during the customer audio conversation – or in the case of agents
who work exclusively on screens (chat, email, etc.) – just the screen activity
of the agent during interactions with customers.
A high-quality interaction recording solution will capture
and attach extensive metadata to the interaction recording, thereby enabling
contact centers in all industries to rapidly identify the "interactions that
matter" and react accordingly to improve CX.
A simple example is when a customer identifier is attached
to all of an organization’s interaction recordings, a contact center team can
rapidly sort and identify all interactions for a specific customer during a
In what ways does desktop analytics enable organizations to both
better protect sensitive information and add searchable data to interactions?
The ability for an organization to either attach relevant
customer data to an interaction and/or stop the interaction recording when
“sensitive” data is being conveyed are two critical elements of our desktop
analytics capabilities. By narrowing the
focus to “interactions that matter,” a firm can leverage the powerful analytics
and reporting capabilities of a WFO solution to shape and accelerate decision
Why is it so important for companies to have the capability
to categorize recordings by type?
The ability to categorize interactions based upon
pre-defined parameters accelerates management’s ability to focus on the
“interactions that matter” and thereby improve agent performance and CX.
What do you consider to be the keys for obtaining rapid ROI
on a WFO solution?
Three keys to obtaining rapid ROI on a WFO solution are:
- Maximize the amount
of metadata attached to each interaction – this accelerates the ability of the
organization to identify and analyze the “interactions that matter” to rapidly
improve agent performance and CX;
- Leverage best practices to develop high-quality evaluations
that identify agent performance issues that are impacting CX; and
- Deploy short form eCoaching courses and associated quizzes
to measure agent progress from agent performance improvement initiatives.