What Should You Look for in an Interaction Analytics Application?

what-should-i-look for-in-an-interaction-analytics-application

Let’s say you know you have valuable customer data across all touchpoints (telephone, email, web chat, social media, etc.) but you don’t know exactly how to find it or to make the best use of it.  What can you do to leverage the information to better understand customer needs and preferences and, in doing so, improve both contact center performance and the customer experience?

Enter interaction analytics.

With the ability to capture and analyze data from across channels to improve performance and gather business intelligence, interaction analytics can be the key to preventing customer churn and driving customer loyalty.  Not only that, but it can increase sales conversions and agent quality scores, resulting in improved company revenue.

That said, you may be asking yourself: What should I look for in an interaction analytics application?

Let’s take a look at some of the key features of a good interaction analytics solution:

Automatic Analysis of Customer Contacts

In order for your company to take advantage of the wealth of customer data at your disposal, structured and unstructured data needs to be collected, synthesized, and analyzed.  With interaction analytics in place, you can discover the root cause of repeat customer contacts by analyzing past and current customer activities.

One large energy provider, for example, increased client data capture by 50% after implementing CallMiner interaction analytics.  With this information in hand, the organization saw 17 million in annual savings.

Supervisor & Agent Portals

Because the faster agents get feedback, the faster they can improve their performance, you want to be sure you get that information to them as quickly as possible.  Feedback should be immediate, understandable, and actionable, prompting agents to make changes to improve the customer experience in the moment – as opposed to after the fact.

CallMiner’s MyEureka software delivers customer feedback with features such as:

Metric Tiles – Personalized easy to read performance indicators display current performance & trend information.
Performance Feed – Contact center performance feedback is delivered as continuous, plain language alerts and notifications, personalized for each user (individuals or team leaders).
Ranking Data – Agents are encouraged to compete beyond just hitting the minimum target. Access to rank data for each metric and key performance driver motivates a competitive culture for high performance.
Watch List – Individuals can keep an eye on key areas at risk or needing improvement through a personalized list.

Report Generation & Analysis

Interaction analytics isn’t just about analyzing agent performance in the present – it should also involve thorough analysis to determine how to improve performance in the future.

A good interaction solution should, for example, identify behaviors for low closing agents and apply those insights for efficient, targeted coaching (i.e., “Who’s performing poorly, and what needs to be changed?” or “In what areas are top performers scoring consistently higher than struggling agents?”)

Final Thoughts

If your company is considering deploying an interaction analytics solution to improve agent performance and the customer experience, you need to be sure the technology you choose has the right features to drive the best outcomes for your organization.

The above features are some of the most important to help you identify your most pressing business challenges, convert them into actionable insights, and implement improvements.

©iStockphoto.com/marekuliasz

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Posted in Speech Analytics