Let’s say you’ve already taken the necessary measures to move your contact center from good to great. You’ve adopted clearly defined and focused metrics, you have a vision that aligns the needs of customers with the aspirations of your business, you’ve implemented a clear coaching plan, and you have an open feedback loop for employees to provide comments on customer pain points. What’s the next step for your contact center?
Taking a deeper dive by honing-in on the data that is readily available to you and investing in the right analytics practices can help you improve customer satisfaction, propel your business forward and take your customer experience from great to even greater.
Leverage Contact Center Analytics
When looking at customer engagement in a contact center environment, it is crucial to establish and leverage analytics solutions. Whether you need to tighten internal operations, re-evaluate your workforce management or increase customer resolution efficiency, analytics will give you a crucial line of sight into where to spend your money and invest your time.
In today’s global marketplace, a myriad of touchpoints is available for customers to connect with your brand. Whether they reach your agents through an interactive voice response (IVR) system or via several other channels such as SMS or chat, your contact center serves as a hub of communication between you and your customers. Tapping into your speech, text and chat engagements with customers through analytics will provide you with the rich data available across every channel of communication.
Bridge the Data Gap by Investing in the Right Analytics Practices
Using analytics to determine which areas of improvement to focus on is important for contact centers. However, this is becoming increasingly difficult to do while operating in a legacy system. Many contact centers continue to use legacy setups for their oversight, but this is no longer realistic in today’s contact center landscape. It’s inefficient for a supervisor to have to sit next to an agent and monitor calls to understand workflow or customer experience. Now that contact centers and the use of online engagement via video chat and portals are on the rise, data analytics is more important than ever. The rising use of digital channels results in an abundance of data that needs to be collected and evaluated in a scalable and focused manner if companies want to up their game.
With data flowing from so many channels, companies have the potential for insights at their fingertips, but contact centers that don’t utilize customer analytics tools find themselves bottlenecked by manual processes on their way to unlocking those insights. While there is a wealth of data, there’s often a disconnect between the thousands of data points available and a means for translating them into actionable customer insights. Collecting the data your organization needs on a manual and one-on-one basis to gain oversight across these platforms limits your ability to optimize and unleash the potential of your data.
Many companies get bogged down filtering through multiple subsets of data and fail to step back to look at the big picture their data paints for them. Set your company up for success and drive your business goals by investing in the right analytics practices.
Let the Data do the Heavy Lifting
As a business owner, you know that listening to the voice of the customer and understanding the customer journey are both keys to improving the customer experience. But, before you implement any changes based on the quantitative insights you have gathered, you must be sure you trust your data. Trusting your data means placing enough confidence in the data’s foundation to move forward with the insights you’ve gathered without second-guessing yourself. Armed with the confidence that what your data tells you is both true and actionable, you can use the insights you garner from it to help you make important business decisions. Whether you are introducing new performance management initiatives or considering implementations in workforce management, having both a foundational trust in the data and a sound action plan will allow you to be ready to take any necessary steps to support your organization.
By providing you with a transparent view of the inner workings of your organization, the data does the heavy lifting for you and is, itself, a window into understanding the customer experience and uncovering areas of workflow that need improvement. The next step is supporting your data-driven insights with an action plan for implementing the necessary changes. Implementing change is often difficult, but if you have an abundance of data and fail to act upon the resulting insights, you may miss opportunities to optimize your operations and your growth may stagnate. That’s where Quality Monitoring solutions come in. Quality monitoring experts can analyze contact center customer interaction data to determine possible shortcomings and gain clear insight into performance enhancement opportunities on an agent-level, site-level or organization-level so that improvements can be more easily implemented. What is the likelihood the customer will have to call back? Were they satisfied with their interaction? Does low customer satisfaction indicate a need to implement an effective coaching program for customer service associates? The answers lie in the data and are waiting to be uncovered.
The Northridge Group provides comprehensive Customer Analytics and robust Quality Monitoring solutions for improving Customer Experience by optimizing corporate data strategies. Interested in taking your contact center to the next level? Contact us.
