Unlocking contact center success with data-driven insights.
Where would the modern contact center be without data? A contact center’s success used to be measured by the effectiveness of its human contact, the hard-won connection between agents and customers. Contact center technology was mainly focused on measuring KPIs that were related to how this contact influenced customers’ queries, like first call resolution, case handling and queue wait times, to name a few. But as customer relationship retention has become the KPI to watch, and brands recognize that their long-term success and revenue are closely tied to customers’ experience, contact centers are looking to manage, and leverage, more customer knowledge than ever before. It’s time for a modern, data-driven MO.
Every interaction with every customer yields valuable information that helps to plot the map of your brand’s customer experience. By paying attention to the right data, managing it within the right framework, and using it to direct the right processes, contact centers can develop effective strategies for growth and success, and deliver them more accurately and effectively. Just as your brand’s customer service reflects its culture and goals, so should its data management and analysis.
When surveyed about their embrace of current technology, only 37% of contact centers reported feeling that they are using data-driven insights and analytics to their best advantage. How does your contact center measure up?
When a brand prioritizes a data-driven culture and supports its team members with accessible and equitable access to customer knowledge, it is building long-term success through more personal and effective service. Gone are the days of a one-size-fits-all approach to contact center interactions; data-driven insights are allowing brands to curate more personal experiences for customers by a team who has a wealth of dependable data to help guide them. Let’s take a look at some of the ways your contact center can use a data-driven, analytical approach to grow customer relationships and build greater business success.
• Like first contact resolution, wait times and other standard service metrics, customer journey data, advanced case analysis and detailed customer satisfaction rates offer an evolving view of a contact center’s efficiency and agent effectiveness by highlighting process strengths and weaknesses, and by using real-time and year-over-year trends to help the team anticipate and address customer needs.
• Call volume metrics give contact centers an invaluable perspective on daily customer service demands, helping management anticipate and schedule agent availability in order to create a seamless contact center experience for customers. This data can also uncover patterns that help shape more effective self-serve options for customers, enabling the contact center to offer an effective (and increasingly popular) combination of human-facilitated and automated solutions.
• AI-empowered tools like voice analytics can create more accurate customer categorization, and help alert agents to subtle cues and insights into the customer’s emotional state so that they can be better prepared with an empathetic approach that represents the brand. AI analytics can offer customer service recommendations during the call, strengthening the customer’s trust and loyalty while creating personalized opportunities to increase service-to-sales conversion.
• Call recordings demonstrate how agents are handling calls, particularly challenging ones, giving insight into which cases get resolved and which get escalated, enabling management to design more effective training opportunities for new and seasoned agents. Along with the feedback collected from automated customer surveys, call recordings can spotlight customer impressions during interactions, and deliver a more detailed picture of deeper-level customer patterns and contact center query trends, enabling your team to develop appropriate strategies for both.
• Investing in a data-driven software solution that helps agents connect with and serve customers more quickly and accurately is an effective strategy for resource-limited organizations. Accessible, accurate data and AI-powered recommendations support agents to do their jobs more effectively with more engagement and autonomy, resulting in a stable and satisfied team committed to strengthening the customer experience. Better customer service leads to better customer loyalty, building your brand’s reputation, and the revenue that comes with it!
Unless your contact center has been sitting in stasis for the past few years, data-driven insights are likely already a part of your brand’s organizational strategy; these days, most contact centers already rely on advanced data and analytic tools as part of their day-to-day operations. Taking an ongoing approach to developing your contact center’s data-driven analytics is key to supporting its ongoing success with customers, team members and stakeholders. Harnessing these new tech approaches requires a brand and workplace culture that values sharing and acting on these data-driven insights while adopting a framework that makes both sharing and acting intrinsic to your brand and second nature for your team.
bespokeCX gives contact centers the framework, tools and recommendations to deliver exceptional customer experience. AI-powered, data-driven insights promote operational alignment and support a more personalized customer experience, helping agents provide confident, authentic and impactful customer service that improves your brand’s reputation and revenue. Visit www.bespokecx.com to learn more.