Author: Jim Davies, Chief Experience Officer, Calabrio
Contact centres are giant candy stores full of rich, tempting data but how do you choose and where do you begin? Jim Davies shares five delicious tips for mastering effective data collation and optimisation.
I remember the good old days when sweet shops existed on every street. The walls were lined with shelves, filled with large plastic tubs of our favourites—rhubarb and custards, pear drops, lemon bonbons, kola cubes, flying saucers… Happy days.
If I owned a sweet shop, I’d be somewhat rotund as I am rather drawn to a sweet or six, apart from evil products like liquoricewheels and dolly mixtures that really need to be banned.
Bringing this ramble around to customer service, I feel the industry is very much like the sweet shop, but with a very slim owner. Our sweets are our data sources. We have a lot of different types and a plentiful supply, but they are just sitting on the shelf being ignored. And, it’s not just me, the latest statistics prove it. While consumers increasingly expect a personalised, seamless experience across all channels, 71% think contact centres are siloed within their organisation and 43% say this negatively impacts the overall customer experience (CX).
So, ditch the New Year diet. We should be gorging on the feast in front of us. After all, you’d never trust a skinny chef so why trust a skinny sweet shop owner?
5 Essential Ingredients for the Perfect Data Pick ‘n’ Mix
While data collection isn’t new, many organisations still aren’t capitalising on the true voice of the customer. There are several steps you can take to manage the gold mine of sweets, well, data coming in and out of the contact centre:
All of these examples, and the data they unlock, are currently just sat on the sweet shop shelf being overlooked. You will get value from the latest AI-driven tech, I promise, and I encourage you to at least pencil this technology in for serious consideration in 2023 and beyond.
About Jim Davies:
Jim Davies is Chief Experience Officer at 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: Friday, February 17, 2023
|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.