How Actionable Data Drives Sales, Improves Employee Satisfaction, and Enhances the Customer Experience
One of the key components we discuss with organisations when defining their contact centre needs is their data: the data the organisation requires, the data the solution can report on, and the tools available to interpret this data.
Contact centres are in the front line of customer interaction, so they are a goldmine for customer information. All of this data can then be used to improve the customer experience, agent welfare, and business operations. Without this management information, the operation of the contact centre is left to intuition and guess work.
The Contact Centre as-a-Service systems that we provide can produce huge volumes of data, but still need the tools to be able to parse and interpret turning, turning it into actionable insights and enabling accurate predictions of what would happen if the metrics changed. For example:
The demand for insights like this has really accelerated over the last three years, partly driven by the lower marginal costs of solutions like voice transcription and sentiment analyses, where voice calls are turned into text and then that text evaluated. What was once only affordable for the largest enterprises can now be found in contacts centres of 15 people. Furthermore, with the rise of hybrid working, contact centre managers have moved away from the traditional large floors, where team leaders sat amongst their direct employees and could see exactly what was happening.
Floor walking was a physical activity that provided solid information on the status of the contact centre. In contrast, managing a distributed workforce can limit insights into what is happening. Fortunately, tools have been developed to bridge this gap:
Every contact centre would agree that better management information would open up the opportunity to build a better, more profitable organisation, but current estimates are that 50 to 66% of contact centres still do not have access to this. To find out more about putting this vital information at your fingertips, and those of your agents, wherever they are operating from, just contact our team to explore your requirements in depth.