At a recent event in London, CallMiner CTO, Jeff Gallino, shared advice on how best to achieve ROI from Interaction Analytics. He also shared his insights in an interview with CallCentreHelper.
Gallino cited three areas to focus on to realize ROI from Interaction Analytics.
- Compliance – Mitigating risk by analyzing every interaction. This will allow you identify language associated with non-conformance which can help determine risk exposure. Analyzing all interactions can also reveal when agents are complying with the legislation so that you can develop best practices to train all your call center agents.
- Automation and efficiency – Cutting costs by optimizing agent performance during customer interactions. Some areas of improvement include: reducing handle time, lowering agent turnover, increasing first call resolution and driving more self-service.
- Revenue – Using Interaction Analytics to increase sales. Insights from Interaction Analytics allow you to better understand the needs of your customers which can aid in knowing just the right time to cross-sell and up-sell the right products and services. It also provides visibility into interactions that result in the best outcomes which can then be shared with all agents.