\u201cA picture can tell a thousand words, but a few words can change its story.\u201d<\/p>\n
Words are powerful but how well do you listen to the words of your customers when they call into your company or contact centre?<\/p>\n
Human beings created 4.4 zettabytes of data in 2013.<\/p>\n
To put that in perspective, one zettabyte is equivalent to 44\u00a0trillion\u00a0<\/em>gigabytes.<\/p>\n The rate of data creation has increased so much that 90% of the data in the world today has been created in the last two years alone.<\/p>\n This acceleration in the production of information has created a need for new technologies to analyse massive data sets, and help make sense of the new buzz word \u201cBIG DATA.\u201d<\/p>\n The impact of traditional contact centre call quality metrics are outdated, inaccurate, inefficient or at best under estimating the impact of what your customer is saying.<\/p>\n Contact centres, like most contemporary companies, have to deal with this ever-increasing quantities of data and require tools to be able to plan, interact and meet customer needs consistently in the modern era.<\/p>\n Most companies battle to work through the data they accumulate each day, let alone make sense of it or use it to improve customer service or agent productivity.<\/p>\n With interaction analytics this needn\u2019t be the case.<\/p>\n With analytics the true meaning of all conversations across all customer communication channels can be extracted.<\/p>\n The resulting analysis and detection of particular phrases automatically triggers pre-configured workflows that carry-out follow-on actions with agents, management or customers.<\/p>\n These \u2018event-triggered\u2019 workflows could address any number of areas including regulatory compliance, customer churn, customer satisfaction, and sales.<\/p>\n Imagine missing 75% of \u201cat risk\u201d customers (being unable to save them); or missing any number of \u201cnon-compliant\u201d events (being exposed to unnecessary risks or fines); or missing 60% of up-sell opportunities (missing the sales targets), all because you have no way to harness your data you collected.<\/p>\n The power of analysis doesn\u2019t stop at voice as the world and certainly your customers have evolved from traditional contact centre interaction channels (Voice and e-mail).<\/p>\n The very same applications used for speech analytics can be used to analyse text using the same rules and phrases.<\/p>\n This move to \u201cinteraction analytics\u201d makes it possible to monitor email, web and social platforms like Facebook and Twitter.<\/p>\n With additional application programming interfaces (APIs) available most solutions can be integrated to allow for additional channels as desired.<\/p>\n As speech and text analysis improves the range and volume of information that can be processed and the range of feedback that can be provided subsequently will increase dramatically.<\/p>\n However, it\u2019s already clear that analytics is offering contact centres tools to improve efficiency, bolster customer service, reduce caller frustration while increasing retention, and service callers more effectively by providing pertinent information and responding to their moods, needs and annoyances.<\/p>\nHow this affects contact centres<\/strong><\/h3>\n
Analysis drives multi-channel contact centre routing and applications<\/strong><\/h3>\n
Consider Odek<\/strong> Customer Engagement<\/strong><\/h3>\n