Unearth The True Potential Of Your Contact Center With AI Data Analytics
?Unearth The True Potential Of Your Contact Center With AI Data Analytics
Contact Center Analytics refers to the process of identifying, interpreting and demonstrating insightful patterns of your Contact Center data. It fundamentally answers key questions, derives accurate predictions, and ultimately helps you make well-informed decisions.
Up until now, call centers relied on traditional data analytics. However, where traditional data analytics answers “What”, AI Data Analytics presents “Why” and “How”.?
However, Call centers all over the world are realizing the hidden potential of data in deriving insights into different aspects of operations.? Driven entirely by data, unlike the Hypothesizing technique of traditional analytics, AI Analysis of Contact Center Data provides a dynamically intricate view of call resolution, agent performance, customer satisfaction and so on.?
Five-Step Approach? For Measurable, Integrated, Actionable Insights
1. Data Extraction:? Contact Center Analytics replaces the tedious data collection process by automating the extraction from various sources such as marketing tools, CRM systems and third-party sources. It gleans a wide range of data such as the demographics, extensive purchase history of the customers, web and social media activity, contact center interactions, advertisement engagements, survey responses, call transcripts and so on. It integrates them to a single source and further classifies them for detailed analysis.
2. Data Classification: The vast pool of data such as chat text-based info, videos, images, PDFs, and unstructured meta-level HTML data are all classified into predefined categories. These categories are finally organized under three major categories of Content-based, User-based and Context-based classification.
3. Data Analytics:? AI based Contact Center Data Analytics analyzes the data thoroughly and demonstrates the insights in the form of charts and graphs.
For instance, by gleaning insights on which channel and what time of the day highest customer support queries are raised, businesses can plan and allocate resources accordingly.
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4. Predictive Analytics: By studying the online behavior of the customers and the extensive historical data, Contact Center Analytics give insights on what will happen in the future and forecast likely actions of the customers.?
It also predicts the bottlenecks the customer journey might face with rising volumes and helps you optimize the overall customer solutions.
5. Agent Performance Analytics: When it comes to report generation, we are privy to the fact that older assessment systems were time consuming. With Contact Center Analytics, you get an extensive report of different aspects of Agent’s performance. This includes the number of conversations, the number of customers handled during live chat, average response time, successful resolution rate and so on.?
It also employs transcript and speech analytic tools to study the tone of the agent, the accent, pronunciation quality and other key factors important for ideal comprehension. It records the calls and performs scrupulous analytics to identify even the minutest performance issue. The end result: the supervisor has all the necessary feedback that will only improve the agent’s performance.
It is true that when performance is measured, performance improves. However, when performance is accurately measured and fed back to the agent, the rate of improvement increases. Contact Center Analytics gives a clear picture of the agent performance and provides a concise path towards improvement.
Contact Center Analytics: Helping Analysts Make The Journey From Information To Optimization
We have seen how Contact Center Analytics gives a birds-eye view? to business about performance. We will now take a brief overview on how these information can be transformed into actionable insights in 4 simple steps??
Signing Off
This article showed how Contact Center Analytics evaluates the quality of your holistic customer operations by analyzing a vast range of customer, agent and business data. It proffers 5 types of analytics that gives your business a birds-eye view of its overall performance and a precise foresight of where its heading:
If you are excited about exploring the hidden potential of your call center data, then you know where to drop by. Reach out to us at Engagely.ai and get a glimpse of exciting possibilities that awaits in the store for you.