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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