There is an infinite amount of data in contact centres but what does it really tell us? Jim Davies of Calabrio believes that educated insights are better than wandering around in the unknown and that taking a lead from Pi is the answer.
International Pi (π) Day is held every year on March 14. Pi is an amazing mathematical constant because it articulates the unique ratio between the circumference of a circle and its diameter. Supercomputers have calculated it to over 60 trillion decimal places but most of us struggle to get beyond 3.14 (hence the date—American style). You may be asking what Pi has to do with customer data analytics in contact centres? Well, please bear with me.
The Power of Pi
As mentioned, Pi is an infinitely long number. Scientists use it to calculate trajectories of spacecraft, design buildings and understand DNA. We do not question the integrity of this analysis or the results derived. So, why don’t we think the same when it comes to analyzing customer data?
For example, there is an ongoing paranoia around transcription accuracy and a distrust of insights if a transcription is not 100% accurate. We seem happy to calculate the area of a circle using the crude 3.14 figure but are not happy to trust a transcript that is 90% accurate. However, in my mind speech analytics engines are accurate enough to give confidence in the results. Yes, the transcript might not be 100% accurate but you can typically understand what is going on in the conversation and should be able to trust the insights that are derived.
Given the potential to leverage customer analytics for tackling unknowns in contact centres and boost agent productivity, customer engagement, and customer loyalty, it is time to worry less about ultimate accuracy and take a bite out of the initially intimidating pi that is contact centre analytics.
Dive into the Unknown
Here are 6 ways to implement customer analytics tools to help contact centres to dive into the unknown:
Are You Ready to Step into the Known?
Customers have long memories, and their expectations are constantly rising. What better time to unearth what they really think and the service you are really delivering? Customer data analytics can sift through the piles of customer data your contact centre collects to help make the unknown known.
About Jim Davies:
Jim Davies is Chief Experience Officer at Calabrio
About Calabrio:
The digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching. Only Calabrio ONE unites WFO, agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
Published: Monday, April 3, 2023
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