Aspect Software and
Merced Systems have announced the general
availability of a new Aspect Software product, Aspect Performance
Management.
The application uses dashboards, notifications and workflows to
help align contact centre operational performance with strategic
corporate goals. Aspect Performance Management aims to provide key
performance indicators (KPIs) and a structured process environment
to drive improvement in business results for customer service,
collections and sales and telemarketing contact centres.
"Delivering relevant and timely performance measurements across
people and technologies has always been a challenge for contact
centre managers," said Bob Kelly, vice-president of performance
optimisation solutions at Aspect Software. To address these
concerns, the tool provides on-demand, personalised views of KPIs
versus goals, and also initiates actions for improvement through
automatic alerts and workflows.
The product synchronises performance measurement with
initiative-based coaching, agent recognition and automated results
tracking. The result, says Aspect, is that contact centres will
experience a continuous improvement process at minimal cost
Aspect Performance Management helps create a performance-based
culture in which each level of the organisation has access to the
information they need to align contact centre performance with
corporate objectives and allows organisations to easily identify
the root cause of issues hindering agent performance. It can
automatically pull data from call centre systems and business
applications into a single platform for reporting and taking
action.
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