Five Ways Contact Centers Use Analytics to Make Smarter Business Decisions

Email     |     Share  
1 | 2 | 3 | 4 | 5 | 6 | 7
Next Five Ways Contact Centers Use Analytics to Make Smarter Business Decisions-2 Next

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

 
More Slideshows

Classroom tech Ten New Technologies Transforming the Classroom

Here are 10 ways that college professors are taking advantage of the technology students currently use and adding new technologies to enhance the teaching and learning experiences. ...  More >>

IBM Watson How and Why Companies Are Incorporating the Power of IBM Watson

Watson continuously learns from previous interactions, gaining in value and knowledge over time. Learn how companies are harnessing that AI power to create and improve products and services. ...  More >>

infra100-190x128 Top 10 Strategic Technology Trends for 2017

Here are the top 10 strategic technology trends that will impact most organizations in 2017. Strategic technology trends are defined as those with substantial disruptive potential or those reaching the tipping point over the next five years. ...  More >>

Subscribe to our Newsletters

Sign up now and get the best business technology insights direct to your inbox.