In the fast-paced world of contact centres, keeping track of agent performance and customer satisfaction is essential.
Smart Interactions moves quality management beyond the boundaries of traditional solutions and provides deeper insight into the real-time working practices of contact centers.
It enables the retrieval and evaluation of high volumes of calls to optimise agent performance and enhance the customer experience during every interaction. The advanced functionality includes speech analytics to rapidly identify changing trends and agent engagement tools that assist in the delivery of more effective training to meet key customer satisfaction metrics.
Smart Interactions significantly improves customer satisfaction by increasing agent engagement. It encourages agents to become more involved using self-assessment tools and dashboards to track their own performance and identify areas where improvements are required.
Gamification can also be implemented to give high performing agents the recognition and sense of achievement they need. The system helps to identify skills gaps and uses e-coaching to increase agent engagement and reduce churn.
The level of agent attentiveness and responsiveness, communication skills, familiarity with customer requirements, product knowledge and attitude can significantly impact customer satisfaction. When customers feel that they are not receiving personal attention, they often abandon the call. If this becomes a regular occurrence, they soon give up on the company as well.
It is also important to monitor agent satisfaction and training. Studies show that only 41% of agents are satisfied with their jobs and just 35% feel a sense of achievement. Such dissatisfaction leads to low morale, stress and under-performance. In fact, the most common reason for agents leaving is that they have not received timely or effective coaching.
Smart Interactions is available in three different versions – Capture, Analyse, and Transform. Functionality of all three versions can be extended via a number of add-ons: Speech Analytics, Screen Recording, and C-Sat. All versions support integration with other software systems and have the flexibility to be customized to specific requirements.
Three different levels of Quality Management and Reporting are available to optimise and improve contact centre performance.
Record all communication channels including telephone, SMS, social media, email and knowledgebases on a single platform.
ADDCOM Wave Capture is a robust interaction recording and quality management system that integrates with all leading PBXs and contact centre systems. It is scalable to handle any number of sites and agents with an unlimited recording capacity.
The system offers high levels of in-built security and enables compliance with the PCI Data Security Standard. It enhances the management of contact centres by making it easy to monitor quality, create assessment forms and randomly select calls to review and analyse the results to improve effectiveness.
Call Recording and Retrieval
Random Sampling
Assessment Forms
Group-Based Security
Unlimited Users
Basic Reporting
Active Directory Integration
Voice Analyse provides all the features of Capture with additional recording, reporting and quality management tools. It offers high levels of insight into the real-time working practices of contact centres and the needs of customers to deliver efficiency improvements through enhanced performance and quality.
The system also collects information gathered during omnichannel recordings using telephone, email, SMS, social media and more. Advanced reporting and quality management tools allow the creation and use of dynamic assessment forms and automatic tagging of recordings to better analyse contact centre performance.
All Features of Capture
Multi-Channel Recording
Advanced QA Management
Advanced Reporting
Dynamic Forms
Automatic Tagging
ADDCOM Wave Transform provides all the features of Capture and Analyse with enhanced agent training and engagement functionality.
It allows the implementation of e-coaching, agent portals, self-assessments and dashboards to engage contact centre staff
Assessments can be calibrated and assessors can be assessed to ensure all agents are evaluated fairly.
Management and reporting processes are further enhanced through additional workflow integration, scheduling and target setting.
Capture + Analyse
Assessment Reviews
Assessment Calibrations
E-Coaching
Email Integration
LMS Integration
Agent Portal
Self Assessments
Work Scheduling
Dashboards
Work Flow
Blind Review