Today, the proliferation of data from more and more sources is setting the stage for new, advanced decision making and therefore thrusting analytics to the fore. Organizations are increasingly leveraging analytical insights to deliver more personalized customer experiences at scale.
Contact center leaders are aware of these changes and are trying to determine how to use the available data assets to do a better job in serving customers quickly and efficiently. As such, forward-looking companies are implementing more advanced analytics tools, along with richer data sets to better understand their customers’ needs and make faster decisions. To make sure your company doesn’t get left behind, we’ve outlined a strategy to begin transforming contact centers into a modern insights center.
Identify your objective
The value of information is the cost of making the wrong decision. In this context, any analytics that can improve decision making, and produce better business results (e.g., increase revenue, reduce costs, higher NPS scores), is worth doing.
The challenge is to identify the right analytics tools to best help your team meet its goals. The key stakeholders must therefore agree on what the primary objective is that they are focused on. For example, is the goal to increase operational efficiency or customer satisfaction? Answering this question will help determine the scope and direction of your team’s analytics strategy.
Aim for actionable insights
Analytical insights are important provided they affect decision making. This implies the analytics are “actionable” and sufficiently timely (perhaps even in the moment) to make a difference.
For instance, journey analytics are uncovering insights regarding how customers interact with brands and where there may be opportunities to reduce unwanted friction. Not surprisingly, there are often key differences in these journeys depending on what the care issue is and who the customer is.
Contact centers are also using new speech and text analytics tools to understand emerging customer care issues, identify potentially explosive legal issues, and assess customer sentiment, all in the name of improving customer satisfaction. These same tools can also be used to evaluate agent performance and assorted processes that are integral to operational efficiency goals. Other analytics are being used to assess, evaluate, and streamline operational processes, as well as measure agent performance, knowledge management systems, and learning programs.
Regardless of the type of analytics your team chooses to implement, contact center analytic efforts should be aimed at understanding three questions:
Create a closed-loop” insights process
It is also important to create a sustainable system for collecting data, analyzing it, testing it, and deriving actionable insights from the data. There are several critical steps to creating a closed-loop process for doing this.
Think of the steps as part of a continuous cycle in which data flows into a centralized customer data repository where it can be analyzed and tested to provide insights that further enrich the contact center and the rest of the organization’s understanding of its customers.
If you would like more information on how to harness the power of analytics in the contact center, check out our eBook, "Making the Grade: How to Convert a Contact Center into an Insight Center."
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Publish Date: February 13, 2017 5:00 AM
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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|2.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.
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