Five Ways Contact Centers Use Analytics to Make Smarter Business Decisions

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Eliminate Unnecessary Steps in Operational Procedures

No organization can be 100 percent efficient all of the time. The same is true for contact centers as they address a myriad of customer issues. However, by analyzing key data points, such as average speed of answer and transfer frequency, the contact center is able to pinpoint staffing issues, or procedural inefficiencies and redundancies. If answer time is below the organizational average for a particular contact center, for example, businesses will know they should research the root cause of the problem. Similarly, if the analysis reveals that callers are made to go through several unnecessary steps before they reach the proper agent, businesses can create new routing procedures for more efficient and better customer experiences.

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.


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