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DVSAnalytics Executive Interview

Hardy Myers, CEO, DVSAnalytics

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 experience (CX).

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 specific timeframe.

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 making.

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.