Richard Snow's Analyst Perspectives

CallCopy Continues To Refine Agent Performance Management

Posted by Richard Snow on Jul 29, 2011 11:20:35 AM

About a year ago I wrote that CallCopy had emerged as a major vendor of agent performance management (APM) software. Ventana Research has updated its definition of APM to mean the people, processes, information and systems involved in effectively managing the entire workforce that handles customer interactions, and this includes interaction recording, quality monitoring, workforce management, training, coaching, incentive management , agent-related analytics and performance management. Our revised definition recognizes that companies now have to manage more channels of communication and that more people, including home workers, are engaged in handling interactions. 

CallCopy has grown out of the call-recording space and created a suite of products that support APM and a few other capabilities. The suite includes call recording, quality monitoring, coaching and training, reporting and a set of APIs to enable integration with other applications. Outside the core is a series of products supporting workforce management (WFM), customer feedback management, screen capture, speech and desktop analytics, and performance management. While CallCopy has made upgrades across the whole suite, these non-core products have received the most development. For example, the core suite and WFM now can support thousands of agents and have an improved user interface, enhanced security and integration support for more technology partners. An important new addition supports home, or other remote, agents by using a real-time video feed that allows supervisors to see what is happening on remote desktops and thus monitor agent performance for off-site agents. 

The speech analytics product also is easier to use and has enhanced reporting capabilities. Desktop analytics, launched early this year, can extract data entered by an agent and tag the relevant recordings with the information, thus allowing users to see the correlation between what is said on the call and the data was entered into any system. Users can also create “rules” that help companies enforce regulatory requirements; for example, a caller’s identity must be verified before the agent is allowed to update the customer’s record. The tool can also detect confidential information being entered and pause call recording to prevent it from being stored in the recording. 

My research into the state of contact center technology shows that many companies use stand-alone products for call recording and quality monitoring. But more mature companies are now considering integrated product suites such as CallCopy’s that integrate all the components of APM. Such systems can reduce effort by enabling passage of data between applications and thus provide a more holistic approach to managing the total workforce who handle customer interactions. Is your company investigating similar solutions? If so, please tell us and come and collaborate with us on... 

Regards 

Richard Snow – VP & Research Director

Topics: Predictive Analytics, Customer Analytics, Customer Data Management, Customer Experience, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Call Copy, Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Workforce Management

Richard Snow

Written by Richard Snow

Richard leads Ventana Research’s Customer and Contact Center Performance Management research practice, which is dedicated to helping organizations improve the efficiency and effectiveness of managing their customers, throughout their lifetime and across all touch points, including the contact center. He conducts research exploring the people, process, information and technology issues behind customer operations management, contact center management, and customer experience management. He also works with senior business operations and IT managers to ensure that companies get the best performance from today’s highly complex application products. Richard has worked in management and consulting leadership positions in the technology industry including with Price Waterhouse, Sema Group and Valors. In his work, he has been involved with all aspects of delivering highly complex IT solutions to a variety of clients in the telecommunications, financial services and public sectors. Richard has specialized in delivering customer care and billing solutions for telecommunications operators, and several multi-channel contact centers for organizations in both the public and private sectors.