What are Contact Center Analytics?
Contact center analytics are software tools that convert raw data into useful and actionable information by making correlations, uncovering trends and identifying root causes. Contact centers typically use multiple systems - order entry, CRM, ACD, IVR, quality management - in the course of serving customers. Additionally, they may handle contacts in a variety of channels, such as phone, chat and email. Add to this all the ways customers self-serve and it's easy to see how data silos can get created. Analytics tools overcome the limitations of those data silos by bringing all customer interaction information together so it can be analyzed holistically.
Contact centers without analytics tools run the risk of not being able to assess the entire customer journey. They may see snapshots of different touchpoints, but they can miss the pain points caused when a customer switches channels or is escalated to a different agent group. Analytics tools can assist with this type of omnichannel analysis. The insights offered by powerful analytics tools allow businesses to not only refine the customer experience, but also to make better decisions about resource management and volume allocation.
With the emergence of artificial intelligence (AI), contact centers also have the opportunity to add interaction analytics to their collection of analysis tools. Interaction analytics are capable of "listening" to calls and reviewing text, such as chat transcripts, in order to analyze the nature and tone of the conversations. With this information, interaction analytics tools can determine common reasons for contacts, assess the quality of the interaction, identify training opportunities, and alert managers to compliance violations.
The experience economy is making customer service more complex and also more important. Sophisticated times call for sophisticated tools. Businesses that realize this are relying more and more on analytics software.
Here are the benefits of contact center analytics and the solutions they can provide:
Overall, contact center analytics empowers organizations to make data-driven decisions, improve customer experiences, optimize operations, and drive better business outcomes. By leveraging the power of analytics, contact centers can stay ahead of the competition and meet the evolving needs of their customers.
