customer

CustomerZone360 NEWS

Free eNews Subscription

Contact Centers Aren't Analyzing Enough Calls to Effectively Monitor Agent Performance

By Tracey E. Schelmetic June 28, 2023

Contact center agents are often the first and only human interaction customers have with a business, and they serve as the voice of the brand. The experience they provide can significantly impact customer acquisition and retention. For these reasons, it’s critical that companies engage in robust agent quality monitoring to ensure that agent performance is up to the brand’s standards.

Manual processes for quality monitoring have extreme limitations. A new study by Invoca, however, has found that most contact center managers are still stuck in the past, tediously sifting through random call samples by hand instead of embracing modern technologies. Invoca’s 2023 State of the Contact Center Report revealed that 62% of contact center managers surveyed indicated that they cannot analyze enough calls to evaluate agent performance accurately. Furthermore, only 20% of contact center managers report using artificial intelligence (AI) despite its compelling applications for quality management, and a mere 30% say they use conversational intelligence. The study concludes that the contact center industry is ripe for digital transformation, as an undeniable connection exists between agent job satisfaction and customer contentment, i.e. due in part to the underutilization of AI and conversational intelligence.

"Today's consumers expect a seamless experience—even as they move across channels from digital to phone calls—and it's mission-critical for companies to ensure their contact centers connect these disparate experiences and analyze agent performance at scale," said Gregg Johnson, CEO of Invoca, in a statement. "This report shows that AI and conversation intelligence are key to combining the power of data, automation, and the human touch so agents can focus on providing empathetic service, delighting customers, and driving revenue."

There is good news for the customers and agents of the world, however. Like many industries, the contact center industry’s adoption of AI is accelerating, as 85% of contact center managers surveyed said they are likely to implement an AI-powered solution within the next year.




Edited by Alex Passett
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

CustomerZone360 Contributor

SHARE THIS ARTICLE
Related Articles

CUSTOMER Magazine Announces Winners of the 2024 Contact Center Technology Award

By: TMCnet News    6/13/2024

Contact Center Technology Award winners have been chosen on the basis of their product or service's ability to help enterprise and outsourced contact …

Read More

Talkdesk Releases Latest Version of its Global Contact Center KPI Benchmark

By: Tracey E. Schelmetic    6/12/2024

AI-based contact center solutions provider Talkdesk recently announced its latest Talkdesk Global Contact Center Key Performance Indicator (KPI) Bench…

Read More

Verint Announces Adoption of Coaching Bots by Multinational Bank

By: Tracey E. Schelmetic    6/12/2024

Customer experience automation company Verint recently announced that a renowned multinational bank is using its Verint Coaching Bot to help its conta…

Read More

Zoho's New Product Aims to 'Democratize' CRM for Everyone

By: Tracey E. Schelmetic    6/11/2024

CRM solutions provider Zoho Corporation recently announced the preview of its Zoho CRM for Everyone product, a new set of capabilities aimed at democr…

Read More

Readymode iQ Tackles Modern Call Center Challenges

By: Tracey E. Schelmetic    6/11/2024

Predictive dialing solutions provider Readymode recently announced the release of Readymode iQ, its enhanced call center platform that features new di…

Read More