As a service provider, there are many aspects to consider when aiming to serve the contact center market. Such as compliance, security, SLAs, TCO – it goes on. One way of simplifying your decision-making process is to focus on the kinds of issues that matter to contact centers, and let those answers guide your decisions. A major issue you may find among contact center prospects is how to boost performance with their communications platform.
What are contact center analytics?
This is a term for a software function that allows important data to be logged and tracked. Traditionally, the information was stored in a database and later analyzed to help improve performance. Nowadays, contact center managers are looking for added functionality: real-time analytics that can help them make decisions as they go, thus continuously optimizing customer and employee experiences.
What kind of information?
Tracked elements fall into two categories. The first category relates to the customer, and measures data around aspects such as how long an average conversation takes. The second category has to do with the employee and covers information like average response times or how often an agent resolves a customer issue on first contact.
Which analytic information is most important to my contact center clients?
Each contact center’s key performance indicators will be unique. What’s important to them? Is it first contact resolution? Or, is it the amount of complaints and escalations? Maybe it’s tracking transfers, holds, callbacks, wait time or hold time. There’s also call time, abandonment rate, and call quality. For some contact centers, they’ll want to manage individual agent productivity and performance. A call center has to ask themselves what types of insights they hope to gain, and which ones are most likely to deliver actionable results. To learn more about the different types of performance analytics that matter most to your contact center prospects, check out the eBook entitled Driving Call Center Performance here.
If everyone is looking for something different, then how can I know which platform to use?
You’ll want to opt for a platform that features a wide variety of metrics to measure. Plus lets your contact centers customize their reports as they see fit. That way, you can ensure you are able to offer a contact center an analytics package that is right for them.
You also want to make sure metrics are provided both historically and in real-time. Longitudinal reports are useful for making broad trend improvements. Additionally, immediate data allows for monitoring situations that may require crucial immediate adjustments.
What can contact centers do with analytics?
This is the big one. Ultimately, contact centers aim for customer satisfaction to gauge success. To achieve ongoing progress in this regard, a contact center must be evaluating constantly. It’s the only way to know which things that aren’t working need to be modified. For which things that are working should be amplified. A contact center can test and measure different initiatives in ways that enhance employee performance – and ultimately customer satisfaction.
To see what call centers can accomplish when armed with the right insights, check out our very own SNAPanalytics function, included as part of the UCaaS SNAPsolution platform. SNAPanalytics brings real time analytics, persona-driven customization, and actionable metrics built intrinsically into the platform – not as a bolt-on feature or add-on upgrade. Got a question? Email us at firstname.lastname@example.org and one of our netsapiens will be happy to brainstorm with you!