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According to Gartner, close alignment of business intelligence (BI) with performance management has the power to reduce costs, create growth and transform enterprises, all by supporting better decision making throughout an organisation. Businesses define and measure success using agreed strategic goals which translate into the metrics and KPIs used to evaluate performance on a day-to-day basis. But setting targets is not enough. You also need the means to compare actual performance with desired outcomes accurately and efficiently, with enough granular detail...

Getting the most out of Mobile Phone Recording Uptake of mobile call recording is increasing thanks to legislation which requires banking and financial trading firms to record any mobile phone conversations where a financial trade is being discussed, negotiated or executed. Although many organisations may feel it is yet another technology purchase foisted upon them in a bid to maintain compliance it doesn’t mean an organisation shouldn’t aim to make the most of the technology and realise the value of it. Mobile...

In our previous post we looked at the psychology behind gamification and important questions that need to be addressed prior to implementing gamification in any given workplace. Think of play as being at the root of gamification and when done well, people can engage in playful activities and still do business at the same time. Some of the questions we addressed were: What are your employees needs and goals? Why are they playing? What’s holding your employees back from achieving their...

We answer some questions posed by potential end-users of speech analytics technology as identified and highlighted in the Contact Babel 2014 Inner Guide to Customer Contact Analytics. Our customer base has many dialects and accents, as well as different languages. How does Speech Analytics handle this, and does word and phrase recognition improve over time? Accents are catered for via the use of language packs, these provide a pronunciation model which helps with accents and dialects through rules which identify the...

Getting the most out of Workforce Management  Workforce management (WFM) systems are typically used in organisations dedicated to managing staff efficiently in order to meet service level agreements, avoid huge overtime expenditures and overstaffing. A significant number of contact centres across the UK have already deployed a WFM solution however in recent years workforce management technology has evolved substantially which means that not all organisations necessarily have access to the latest features or may be using them to best advantage. We...

Which Workforce Management solution is best for you? There are a number of factors that will influence the type of Workforce Management (WFM) solution that will deliver the best results for your organisation.  This is a mature and proven technology and has developed over the years to become the must have tool for optimising resource and also providing agent engagement. What is Workforce Management? In its simplest form it is simply a way of calculating what resource you need compared to what...

Implementing Call Quality Monitoring When implementing call quality monitoring (QM) within a contact centre there is no ‘one size fits all approach’. Every Contact Centre is different with its own core values, processes, procedures, training and objectives. For quality monitoring to be successful it must be tailored to fit within all areas of the business and a generic, simplistic approach should be avoided. Before starting the first questions that should be asked is ‘What is the Purpose of QM?’ What changes do...