Monday, July 21, 2014

Interaction Analytics System’s Functions in Varying Modes

Interaction Analytics system of the call center performs its functions in two different modes named as the online mode and the offline mode. Both of these modes are equally important and beneficial for the call centers, as they provide with customers’ responses and the operators emotional conditions in a specific approach. 

The offline mode facilitates SKYLEX Interaction Analytics to find out customer contentment levels, administrator performances, and operator service stages through recorded calls and enthusiastic LVA technology parameters. Supervisors can study customer satisfaction levels, analyze client reliability trends, supervise operator service excellence, guide new operators and set up optimal call center functions. Operators can without difficulty, control and monitor overhaul levels throughout the active calls, and guide themselves via recorded calls.
On the other hand, online mode avails real-time examination during a call, where the SKYLEX voice solutions administer a wide-ranging “snapshot” of the customers and callers and even the operators’ emotional conditions, while it examines trends and changes in the discussion. Supervisors can also settle on disappointed customers in spite of the operator’s level of knowledge, and make a decision on optimal time to present additional services or relate custody programs. Besides, they collect real-time notifications of operators’ and customers emotional condition, effortless two-way contact with the operator, and a comprehensive view through an activity casement of the emotional variations throughout the call. 

Supervisors can produce thorough information, listen to call records, choose value criterion and figure recorded calls, characterized calls for self-training and instruction, and information per date, specific operator or time. The operators can manage customer fulfillment levels, inform supervisors to put up custody programs, take delivery of “Help” notification from the other operators, and supervise individual workloads, mainly with high stressed out operators.

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