Five Ways Contact Centers Use Analytics to Make Smarter Business Decisions

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Identify High-Value and At-Risk Customers

In contact centers, no two customers are exactly alike, and every customer that interacts with an agent will have their own impact on the company. Customers who frequently engage or often make purchases should naturally be a higher priority than first-time callers. Likewise, extremely dissatisfied customers calling in are at a higher risk of leaving your business than those calling with positive remarks or non-urgent questions. By applying analytics to discover the frequency and sentiment of each caller's previous interactions with your company, contact centers can determine whether they fall into one of these two categories and, if they do, set up the right procedures to handle high-priority and high-risk calls first.

It's no secret that Big Data is having a positive impact on the contact center industry. And as businesses are faced with growing amounts of data on everything from the effectiveness of their marketing strategy to individual customer preferences, it is important to identify the right systems to make use of this information.

In today's Big Data age, businesses are increasingly turning to analytics as the means by which to make smarter business decisions from the data at their fingertips. In fact, a recent study found that top-performing organizations are using analytics five times more than lower performers. This is a true testament to the power businesses can unlock from great analytics.

While most organizations can agree on the burgeoning need for analytics products in the contact center, there is still some debate around how to best use these solutions to improve business outcomes. Arnab Mishra, senior vice president of products and solutions at Transera, a cloud contact center analytics provider, shares the top five ways that contact centers can utilize analytics to make better business decisions.

 

Related Topics : Vulnerabilities and Patches, Resellers, Broadcom, Broadband Services, Supercomputing

 
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