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Anthony Gadient, on behalf of Voci Technologies, shares some interesting insights into maximising the value of your contact centre data.
Success in today’s business environment is based on several factors. Accurate and up to date business intelligence is one of the most important. Without knowing how your business is performing, you can’t effectively respond to problems, encourage areas of strength, and beat the competition.
All businesses have vast quantities of data that could, in theory, be useful. Unfortunately, a lot of this data is locked away, and very difficult to get to. Voice recordings are a good example of this problem.
Voice data is incredibly valuable to an organization, as it includes the authentic voice of the customer, as well as the voice of your contact centre employees.
But voice recordings can be difficult to extract intelligence from. Call recording systems can put various barriers in place, such as additional charges for access to your recordings, your data!
Additionally, even if you are able to access the audio, you are faced with a dilemma. Either you hire employees who do nothing but listen to your calls (which would be very expensive), or you listen to a small fraction of your calls (which inevitably leaves insights on the table).
Today’s advanced speech analytics solutions can help address the problem. Descriptive analytics, for example, allows a business to determine the issues that currently exist. Are customers happy or unhappy? What are they unhappy about? If agents are challenged to meet customer needs, what specific challenges exist?
Prescriptive analytics goes a step further, and allows a business to determine what actions need to be taken, based on issues that currently exist. If customers are consistently unhappy with the reliability of a product, a speech analytics solution can identify this failing, and thus you can find a path forward for product development.
Predictive analytics goes even further, and …
