What Are the Benefits of Interaction Analytics in the Contact Center? [Resource Guide]

interaction-analytics-improve-contact-center

While research shows the majority of contact centers recognize the importance of omnichannel interactions with customers, Econsultancy’s Cross-Channel Marketing Report 2015 also shows more than one-third of business don’t feel they are equipped to handle interactions with customers across channels.

Enter interaction analytics.

With the ability to analyze all interactions between contact centers and customers (telephone, email, web chat, social media, etc.), interaction analytics has the potential to unlock an enormous amount of valuable information hidden in this mountain of unstructured data.

The end result?

A better understanding of customer needs and preferences that can help to improve contact center performance, as well as the customer experience overall.

Take a look at the following CallMiner resources to learn more about the benefits of interaction analytics for the contact center:

Blogs

How to Enrich Customer Interactions: 3 Actionable Tips

With customers placing a premium on customer service excellence, companies need to do more than meet customer expectations: They need to exceed expectations.  Here’s a look at 3 actionable tips companies can use to enrich customer interactions.  More…

How Can Interaction Analytics Help Foster Customer Loyalty?

In order for companies to take advantage of the wealth of customer data at their disposal, structured and unstructured data needs to be collected, synthesized, and analyzed. Let’s take a look at a few of the ways companies can leverage interaction analytics and foster customer loyalty.  More…

Improve the Overall Customer Experience with Interaction Analytics

In recent years, “customer experience” has gone from a buzzword to a top priority for companies in an increasingly customer-centric marketplace.  What this means is there’s a strategic imperative for companies to devote time, attention, and budget to the customer experience to maintain competitive advantage in the years to come.  Let’s take a look at a few of the ways interaction analytics can improve the overall customer experience.  More…

Interaction Analytics Improves Contact Center Performance

Interaction analytics can be used to address a number of different business needs, including business process optimization, agent improvements, avoidance of litigation and fines, customer satisfaction and loyalty improvements, increases in revenue and profitability, etc.  Let’s take an in-depth look at the ways it yields data and insights that can translate into improved contact center performance overall.  More...

5 Reasons Your Call Center Should Be Using Cross-Channel Interaction Analytics

In today’s multichannel digital landscape, the question isn’t just “Which channels are my customers using?” but “How many different channels are my customers using?”  Here’s a look at 5 specific reasons your call center needs to be using cross-channel interaction analytics.  More…  

Infographic

 Infographic: How Contact Centers Use Interaction Analytics

CallMiner’s interaction analytics software has the capacity to recognize over 12,196,317 minutes of audio in a single day. The end result for the contact center?  Significant cost savings and improved agent interactions with customers.  Check out our infographic to learn how contact centers across the U.S. are seeing big results with interaction analytics.  More…

Reports & Events

CallMiner Exhibits at DMA &Then: Interaction Analytics Improves Marketing Effectiveness

CallMiner exhibited at the DMA &Then conference in Boston, October 4-6, 2015.  During the event, we spoke with analysts, brand managers, and strategists about how interaction analytics helps businesses enhance the customer experience throughout the buying journey and achieves bottom line results by targeting marketing messages to specific personas and channels.  More…

Hear from the Experts: Real-World Successes with Interaction Analytics

The CallMiner monthly webinar series presents best practices in applying interaction analytics to address business objectives. Presenters are users of interaction analytics solutions and experts on various topics related to call center performance and compliance.  More…

Final Thoughts

As illustrated in the above resource guide, interaction analytics can help contact centers improve performance, resulting in a better customer experience overall.  How is your organization meeting the needs of customers across channels?

©iStockphoto.com/pablocalvog

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Posted in Speech Analytics