Driving business benefits
Datapoint's Contact Intelligence solutions enable you to analyse 100% of the information your clients provide in their voice interactions with you and use it immediately to improve the service you provide them.
Speech Analytics enable you to monitor every call to identify words or phrases that recur in different types of call.
- Analysis of customer speech identifies the touch points and processes at the root of customer dissatisfaction, while analysis of agent responses ensure that regulatory requirements, service standards and campaign priorities are being met.
- By creating a full picture of contact centre traffic, Voice Analytics provides a reliable statistical basis for contact management planning and the creation of optimised call routines.
Agent Optimisation enables you to apply the intelligence identified by Voice Analytics to schedule training programs tailored to business priorities, customer concerns and the needs of individual agents in their periods of downtime.
- Deploying Agent Optimisation in periods of low call volume enables you to schedule training into otherwise wasted time to improve agent performance while increasing agent utilisation.
- Providing each agent with the time and access to training and coaching tailored to their needs, filling their time productively, and equipping each better to handle the calls they receive you will improve both their experience and their capacity to satisfy your customers.