You're struggling to improve first-call resolution rates. How can data analytics help you achieve this goal?
Diving into data for better customer outcomes? Share how analytics has transformed your approach to problem-solving.
You're struggling to improve first-call resolution rates. How can data analytics help you achieve this goal?
Diving into data for better customer outcomes? Share how analytics has transformed your approach to problem-solving.
-
Where would you start your improvement if not at analysing to understand. > collect data via team members Feedback > analyse systematically > search for top reasons for low first call resolution. (Clients answer) This is just as important (if not more) as looking at the data: *listen to your teams calls* This goes a long long way and is a non-negotiable! > analyzing wrong data is the start of a story with a bitter end. > you absolutely need to verify the quality of the data. Again: LISTEN. Plan measurements accordingly: > train / enable team > give feedback to involved stakeholders within the company > (similar to common NPS procedures) *collecting and analysing data is WORK *information driven measurements create VALUE
-
La analítica ha transformado mi enfoque de resolución de problemas al permitir decisiones más informadas y precisas. Al profundizar en los datos, no solo identifico patrones y tendencias clave, sino que también optimizo procesos administrativos, lo que mejora la eficiencia operativa y aporta mayor valor a los clientes. Con el uso de herramientas de análisis, es posible predecir necesidades, ajustar estrategias en tiempo real y brindar soluciones personalizadas que impactan directamente en los resultados del negocio, generando mayor satisfacción y rentabilidad para los clientes.
-
Data analytics is a game-changer for improving first-call resolution. I focus on identifying call patterns, common pain points, and agent performance gaps, which allows us to tailor coaching, training and streamline processes. As I always say, "What gets measured, gets improved." With the right insights, you can empower agents to solve issues faster and more effectively.
更多相关阅读内容
-
Data VisualizationHow can you standardize units of measurement in a bar chart?
-
Data AnalyticsWhat are the best chart types for showing the relationship between two variables?
-
Statistical Data AnalysisWhat are the advantages and disadvantages of using relative frequency vs. cumulative frequency?
-
StatisticsHow do you use the normal and t-distributions to model continuous data?