Maintaining Service Quality In The Contact Center
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Analytics As Decision Support
Explore the link between valid call center performance data and meaningful business intelligence. This report explains how to use higher order analytics tools to deliver customer-centered business intelligence that will guide the advancement of agent work skills and support decisions related to the financial performance of an enterprise.
HigherGround's Fusion Series 7 solutions support every stage of the Customer Experience Cycle, using the data collected to create business intelligence about the customer's experience. The solutions derive and validate KPIs and apply analytics tools to fine-tune contact center operations and measure agent performance improvement. From start to finish, Fusion Series 7 is the ideal solution for "Maintaining Service Quality in the Contact Center".
Praetorian Voice Recorder™ gives managers a quick and easy way to review agent calls in real-time, with Real-Time Voice Monitor, or historically, with Instant Retrieval.
Mentor QA Suite™ introduces a new level of sophistication to improving agent performance. Agent Evaluator attaches grading forms to recordings. Screen Capture allows observation of agents in post-call work.
Telecom BI Suite™, with it's industry-leading Report Commander Pro, collects data and generates customizable reports for detailed analysis of recordings and agent performance as well as ACD, PBX and CTI activity.
Fusion Series 7 provides the tools to simplify the decision-making process, raising it to a new science. The result: Greater customer satisfaction, more sales, and happier agents; which translate into a better overall customer experience.