The customer experience. As business leaders, we are obsessed with it. It is, after all, the ultimate differentiator in our successes and our failures. But in today’s customer care multichannel blend, driving customer value and returns requires a far more strategic and holistic approach.
Corporate decision makers are increasingly recognizing data driven contact centers as a strategic business asset. They are in a prime position to capture, analyze and act on information. Vitally important to managing the customer journey, is ensuring the contact center’s operational practices align with the company’s brand management activities. Enter big data.
By effectively integrating technologies, contact centers can access channels, interactions and touch points to profile the individual customer including their preferences and customer service needs. Utilizing established KPI’s (key performance indicators) such as contact resolution rates, customer satisfaction, agent productivity and handle times, top performing contact centers can identify correlations and trends between the channel’s customers.
Business intelligence technology such as the industry’s leading visual analytics software providers such as Tableau, empowers contact centers to blend the collected data and visually explore insights without compromising flexibility or speed. Personalized dashboards enable agents to interact with data in real-time delivering a better customer experience.
So what might a contact center measure through the use of leveraging big data and visual analytics software?
Centers can routinely access critical intelligence, such as average speed of answer, call handling time, first call resolution, hold times and transfers and adjust activities to improve performance.
Contact Center Management can also monitor call traffic to verify network capacity and apply necessary updates.
Workforce Metrics Management
Can effectively monitor turnover, attendance and occupancy rates to determine smarter workforce planning.
Customer sentiment and satisfaction trends, by channel, can be blended to determine the required skill level for agents.
Agents can access comprehensive data sources in one view, allowing them to access present and historical customer information to quickly respond to inquiries, eliminate redundancies and proactively resolve issues.
Management and agents in real-time, can screen agent interactions and performance to easily target additional training and support.
Agents can access personalized customer data to determine prime customer interactions to up-sell or cross-sell products and services.
Bottom line, contact centers leveraging big data and real-time self-service visual analytics provide a far more holistic approach to managing the customer journey. Decision-makers at every level, including corporate, management, agents and customers are empowered to create an engaging and successful customer experience. They need only to visualize the data.