Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND

INCREASE MOTIVATION - WHAT DRIVES YOU CRAZY AT WORK!

Upcoming Events

INCREASE MOTIVATION - WHAT DRIVES YOU CRAZY AT WORK!

MANAGING A WORK FROM HOME TEAM - FREE ONLINE CONFERENCE STARTS IN

Outsourcing - Tips & Best Practices

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

David Cooke
Head of Sales, Ireland
21
Kala Byrum
Team Lead II
74
Wayne Henry
Head Continuous Improvement Coordinator
26
Kellyne Clapper
Director of Operations
52
Samara Johansson
Marketing Manager
16

Article : 4 Reasons You Need Customer Interaction Analytics

With more and more work in contact centers being done by non-voice accounts, customer interaction analytics are more valuable now than ever before. Programs such as those offered by Impact 360 monitor and analyze communications between customers and contact centers via phone calls, social media, e-mails, and online chats.

Customer interaction analytics provide a wealth of information about a contact center’s customers, workforce, and the effectiveness of its current system. In doing so, it highlights a call center’s strengths and weaknesses, information that is crucial to improving both customer satisfaction and efficiency in the workplace. Below, we’ll discuss four ways that customer interaction analytics can benefit your contact center.

 

1. Offer greater insight into customers’ needs.

Customer satisfaction is extremely important in contact centers – or any business, for that matter. Customer interaction analytics identify common needs, wants, and problems as they occur, allowing contact centers to plan ahead and train their representatives accordingly. This facilitates interactions between employees, customers, and automated services, increasing the numbers of first-call resolutions and improving overall customer satisfaction.

2. Provide a better understanding of your current system.

In contact centers, customers often interact with automated systems more than they do with people, especially with the growing use of non-voice accounts. In some cases, this may be the only contact they have with your company, so it is important to make your system easy for customers to navigate. Customer interaction analytics monitor these exchanges, gathering and organizing valuable data in order to facilitate and improve customers’ experience with automated systems. Contact centers can then utilize this information to retool their systems according to their customers’ responses.

 

3. Identify popular services and products.

There will inevitably be certain items and services that customers will like more than others. Customer interaction analytics gather data in order to identify the most popular products and services among your customers, giving you a better idea of what they really want. This information can be used to plan promotional deals, advertising, and employee training, allowing your contact center to make the most of its time and money. In addition to recognizing current tendencies, customer interaction analytics are able to identify emerging trends, enabling your contact center to stay one step ahead of the competition.

 

4. Train workforce according to the newest and most accurate data.

Your representatives are the face of your contact center. Their knowledge, training, and interactions with customers embody the guiding principles of your company, so it is important to have an informed and capable workforce that is in touch with customers’ needs. Customer interaction analytics identify current and emerging trends among your clients, allowing contact centers to train and re-train their employees as trends and technology change. Well-trained employees will often have a positive effect on many different aspects of a call center, including: increasing the number of first-call resolutions, cultivating clearer and more meaningful interactions between customers and employees, and improving overall customer satisfaction.

Combined, the data collected by customer interaction analytics provides invaluable insight into communications between customers and contact centers.


About KOVA Corporation:
Company LogoKOVA, Corp. is a provider of public safety and call center software solutions. Because decision makers are faced with greater information loads than ever before, our Actionable Intelligence solutions are designed to meet the needs of today’s fast paced communications.
Company RSS Feed   Company Facebook   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Find The Right Solution

Read today's tip or listen to it on podcast.

Published: Friday, January 9, 2015

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

 
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.
PH: +1 512-872-7565

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
PH: 216.662.5870

3.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511

4.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312

5.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

6.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

7.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

New 2021 Membership

About us - in 60 seconds!

Submit Event

Upcoming Events

Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...
 271 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =