Performance Management

ServiCom leverages its performance management environment to increase customer satisfaction; optimize customer experience; capture customer intelligence; improve customer retention; and achieve customer loyalty.
The following related services are integrated into a solution supporting ServiCom’s performance management objectives:

  • Quality Monitoring and Recording
    • Voice Capture
    • Data Capture
  • Workforce Optimization
    • Forecasting
    • Scheduling
    • Adherence Monitoring
  • Scorecards
    • Key Performance Indicators
  • eLearning
    • Contact Editing
    • Lesson Management
    • Contact Visualization
  • Speech Analytics
    • Data-mining
    • Trend Identification
    • Root Cause Analysis