Over 57% of business leaders expect contact center data volumes to continue increasing through 2021 across channels like phone, email, chatbots, messaging, website, and social media. Hence, customers and employees expect advanced capabilities that offer personalized care and empathy. In today’s digitized business environment, many companies are leveraging contact center analytics to streamline and maximize customer satisfaction and sales, but a huge percentage of companies still lag in terms of their contact center capabilities and technical know-how.
Organizations that lack advanced analytics are leaving significant customer service improvement opportunities on the table. But to fully reap the advantages of contact center analytics, businesses must build robust strategies to make the most of their data.
There’s nothing more valuable than drawing insights from a negative customer experience and turning it into an overwhelmingly smooth and pleasant interaction. That’s what’s possible with advanced contact center capabilities. For detailed solution insights, request a free consultation by getting in touch with our analytics experts.
What factors curtail an organization’s ability to take advantage of the opportunities offered by contact center analytics?
Given the benefits of leveraging contact center analytics and its role in driving business performance, why haven’t businesses taken advantage of its benefits? The answer might vary from business to business, but it would be generically correct to conclude that not all companies have the right foundation to support new initiatives. It includes factors such as deep-rooted organizational infrastructures and processes, legacy IT systems, and lack of interaction analytics and contact center capabilities.
The two root causes of slow call center analytics adoption rate across industries include –
Siloed data management systems
The key to contact center analytics lies in effective data integration. But in many companies, contact centers function in silos making data integration an authoritative task. These companies often lack systematic workflows for integrating siloed data sets into a single source of truth for querying and analysis. As such, companies resort to purchasing ad-hoc solutions rather than building strategic approaches to address their issues.
A data-driven plan focused on improving customer journeys and customer satisfaction can help you succeed in the long run. Request a FREE proposal for personalized recommendations on leveraging call center analytics to transform customer experiences.
Inability to turn insights into actions
In contrast to the factors listed above, few companies might generate insights using advanced call center text analytics but fail to turn them into actions. These organizations take some actions but fail to fully capitalize on contact center analytics due to the lack of advanced contact center capabilities to take advantage. Simply put, few businesses leverage voice-of-the-customer analytics (VoC) to calculate first-call resolution rate and customer satisfaction metrics but do not leverage customer feedback to redesign workflows, mostly due to the lack of analytical expertise and technology know-how.
How Contact Center Analytics Can Help You Gain an Edge
To gauge the contact center analytics capabilities and analyze how advanced analytics can help companies proactively improve business performance and customer satisfaction, we’ve identified three use cases of advanced analytics in contact centers. To succeed in today’s competitive business scenario, it’s essential to prioritize customer satisfaction. Request more info to learn how call center analytics is helping businesses improve customer satisfaction and performance.
Improved average handling time (AHT)
Speech and text-based data sets comprise a huge chunk of the unstructured data available to contact centers. Since it offers the biggest impact in terms of customer service improvements, making sense of this data is of utmost importance from a business perspective. Analyzing these data sets requires aggregating data from across channels and then filtering it to remove unimportant words. With contact center text analytics, businesses can generate meaningful insights and identify potential AHT improvements. Building a solid analytics foundation can also help the company identify and proactively mitigate business risks while resolving customer issues.
Reduced repeat call rates
A holistic call center analytics solution enables businesses to analyze millions of data points to identify opportunities for improving customer satisfaction rates. Using this information, companies can reframe workflows and internal processes to improve customer journeys and prioritize initiatives based on impact, investment, and feasibility. Adopting an analytical approach to analyzing and segmenting calls based on customer needs can also help identify opportunities to reduce repeat call rates.
Enhanced service-to-sales success rate
To truly drive performance improvements, the analytics solution adopted by a company should not just focus on increasing efficiency and reducing costs but also proactively unlock new revenue streams. As such, businesses can bank upon contact center analytics to analyze successful sales calls and offer personalized solutions based on a customer’s profile and behavioral characteristics.
With contact center analytics, businesses will be armed with the insights required to quickly find patterns and make educated business decisions based on customer intent and behavioral aspects. Apart from offering the experience your customers expect, having a call center analytics dashboard in place will also enable you to identify and fix flaws in your processes, expanding the scope of benefits that your services already offer.