With the emergence of multi-channel communication in today’s contact centers comes an inherent challenge: accessing and understanding all the data created by those various channels.
Having a plan on what to do with the data and with whom to share the information is just as important as access to the data. After all, how else will you truly understand your customers’ motives, needs and satisfaction with your service?
You can bet your competitors are taking steps to understand all of this valuable data. And they likely face some of the same challenges you do:
It’s easy to understand why many contact center leaders find it difficult to integrate all of their multi-channel data—much of it generated by and stored in separate business systems—in order to leverage it to its full advantage. The rewards are well worth it, though, and they’re growing in value every day.
Constant innovation in contact center reporting and analytics solutions, for instance, more easily make critical customer insights available to other departments, and they can surface the true intent of a customer’s words. Let’s look at each one of these use cases.
For instance, marketing teams benefit greatly from the insights gained during customer interactions, but historically they’ve not received ready access to them. According to Forrester, marketing teams can use customer insights derived from contact center analytics to:1
Beyond basic contact center reporting and analytics, today’s more innovative solutions actually can determine a caller’s “sentiment,” or what they mean, rather than just what they say.
For instance, Calabrio ONE automatically delivers a sentiment score for every voice-transcribed customer interaction. With it, contact center, marketing and customer experience decision-makers can access reliable customer sentiment data in order to quickly uncover the root causes of customer discontent while driving key business decisions.
As modern contact center reporting and analytics solutions evolve at a dizzying pace, the gap between them and the contact center leaders reluctant to adopt them continues to widen. If you’re one of these leaders, you can’t afford to wait any more.
Publish Date: April 13, 2018 6:14 PM
Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people. Using a scientifically supported formula, Optymyse delivers stunning visuals which unlock the full potential of your contact centre whilst protecting the mental wellbeing of all of your employees.
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
|Data is everything in the new era of customer service||May 20, 2019 5:00 AM|
|Real-Time Adherence – the art of smarter scheduling||May 8, 2019 5:00 AM|
|Evolving employee engagement with Workforce Management (WFM)||April 30, 2019 5:00 AM|
|Guest Blog: There’s a brighter future for contact centre agents||April 12, 2019 5:00 AM|
|Centralized or de-centralized WFM: 5 ways to strike the perfect balance||April 8, 2019 5:00 AM|
|How patient are your customers? Erlang A may have the answer||March 25, 2019 5:00 AM|
|Evaluating if the integration between your WFM & CX platform will be a big “Yes”||February 25, 2019 5:00 AM|
|The whole organization is a customer service center – not everyone knows it yet!||February 4, 2019 5:00 AM|
|Resistance to change – the arch nemesis of customer experience||January 22, 2019 5:00 AM|
|5 steps to supercharge your customer service with contextual intelligence||January 7, 2019 5:00 AM|