By Aspect Software
AGENTS’ actions -- such as clicking a button in a CRM application, creating an email, or entering data into a productivity application -- can now be used to trigger call recording/tagging and screen capture thanks to an innovative new integration between Aspect Software and OpenSpan.
The technology integration also enables organisations to record details of all back-office interactions (i.e., with applications like CRM, email or other in-house developed systems) associated with a particular customer contact.
Brian Derr, vice president of quality management solutions at Aspect Software, believes that the integration will provide greater insight into agent and company performance, help create powerful and actionable plans to improve future customer experiences, and maximise the value organisations get from their investments in quality monitoring.
He said: "Customers are always looking for greater insight into the overall performance of their contact centres and how that is impacting customer service, sales and collections business processes.
“Aspect Quality Management customers can now record all aspects of the customer experience -- not just what is happening within contact centre applications, but across the full array of applications that the agent is touching throughout an interaction.”
OpenSpan will work with Aspect Quality Management to start, stop, pause and resume recordings based on agent desktop activity, such as when an agent flags a call as high priority in the CRM system or when an agent creates and sends an email. This allows interactions to be categorised in more ways, speeds access to recordings during searches and ties related interactions together to see the full history of a customer's interaction, all without programming.
As a result, contact centres can increase overall agent efficiency, improve overall customer service and make certain that their quality levels are met in multi-channel and back office environments.
Call recordings can also be tagged with information derived from certain fields. For instance, a recording could be tagged if the agent fills in “Gold Customer” in a field in a CRM application. Supervisors and mentors could then pay particular attention to the Gold Customer recordings to ensure superior customer service for their most valuable customers.
Aspect Quality Management, from the company's PerformanceEdge product line, simplifies the call recording and quality management process. Aspect Quality Management helps pinpoint the most appropriate customer interactions to record and enables evaluation of those interactions to help companies identify areas for improvements with people and processes.
Aspect will send a free copy of its white paper, Contact Center Intelligence: Leveraging Performance Optimization to Help Achieve Corporate Objectives, to readers who email marketing.uk@aspect.com. In the subject line, please enter “Call Centre Europe 73: Free White Paper”.