In November 2009,TDI (News - Alert) sold its Liberation products, including the TDI and TeleDirect brands, to Noble Systems. It renamed itself dvsAnalytics, focusing on quality monitoring and workforce management through its Encore recording and performance management solutions.

 

We approached dvsAnalytics to get its take on WFO and contact centers and what is new and coming down the track from the firm in 2010. Rachel Sauerbrey, the company’s marketing communications manager, kindly answered our inquiries.

TMCnet: Describe the relationship between contact center performance and workforce optimization. How does and how can WFO methods drive performance?

 

RS: Today’s contact centers are focused on customer relationships: retaining the customer and enhancing their experience. In order to gain insight into each customer interaction, contact center supervisors need workforce optimization solutions that enable them to hear and see the interaction moments after it unfolds and if needed, take immediate action. An effective WFO method that drives performance is one in which every agent knows they are measured by the same criteria as their peers, and those measurements are updated and communicated in real-time. By defining performance standards, measuring agents’ adherence to these standards, and providing objective feedback to the agents, you create a coaching system that allows you to enhance the customer experience and maximize agent performance.

 

TMCnet: What changes do you see in this relationship between WFO and performance management and what is prompting them?

RS: Over time, PM applications have become an extension of WFO. This change really took effect as more organizations began looking to improve the quality of customer interactions without increasing costs. By leveraging the two technologies, and empowering their workforce, organizations can expect to experience a decrease in agent attrition and improvements in sales, satisfaction and productivity levels. As new trends surface and the demand for other WFO technologies, including speech analytics and desktop analytics, increases, expect to see an even tighter integration of these two technologies.

 

TMCnet: What facets of dvsAnalytics’ solutions enable performance management?

 

RS: Encore, dvsAnalytics’ performance management application, includes scorecards, self-evaluations, and coaching modules. Its custom scorecards provide supervisors with the ability to build and modify them to include only the KPIs that they want their agents measured against. Supervisors use the scorecard while reviewing recordings to rate an agent’s performance on each specific portion of the customer interaction, including the greeting, product knowledge, terms and conditions, and closing. This information enables supervisors to pinpoint the areas where an agent may need additional coaching or mentoring. Supervisors can then assign agents suggested coaching modules that must be completed prior to any further customer interactions. Encore Self-evaluation forms are another way to improve agent performance. Agents self-evaluate their interactions using the same criteria, questions, and scoring systems as used by their supervisors. This helps employees see how they felt they performed compared with the key performance indicators of the organization.  

 

TMCnet: What is new and coming down the pipe from dvsAnalytics to further it?

 

RS: dvsAnalytics has a major product release slated for 2010. The enhancements will include the following:

 

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