Following hot on the heels of the Vocal Wordwatch multi-recording engine portal which provides playback of call recordings from different systems in a single interface, we are delighted to announce the launch of our new performance management module.
If it’s got a field we can report on it to deliver informed insight at your fingertips, tailored to your role or remit in the company. With drag and drop functionality you can reduce the overheads in time and resource to produce state of the art tracking of your KPI’s.
Connecting into any data source the technology has the capability to draw from multiple systems simultaneously. It provides a single view of your call recording, quality monitoring and even workforce management stats. With it proving easier than ever before to consolidate meaningful information in one place users can drill down and identify the root cause of issues quicker.
If you sync it up with your quality monitoring technology, dashboard reports can highlight how many evaluations per agent have been conducted in a given time period. As well as the average score of that agent over time and how many evaluations have been conducted per evaluator.
Stephen Thurston, Director at Business Systems goes on to say “We are talking about very powerful performance management technology here. It’s not just taking data from the call recording but the other elements which surround it, it truly is a step towards managing big data in the contact centre.”