In today’s competitive, customer-centric marketplace, leading-edge organizations are prioritizing the customer experience in an effort to prevent customer churn and improve loyalty. With the proliferation of digital channels and the corresponding increase in consumer expectations, however, contact centers are faced with the challenge of developing a unified view of the customer across channels.
This is easier said than done.
Contact Babel’s “U.S. Contact Centers in 2015: The State of the Industry & Technology Penetration Rates” report shows there were 43,675 U.S. contact centers and 211,000,000,000 minutes of inbound calling in 2014 alone. What’s more, emerging communications channels such as web chat and mobile customer service apps are set to grow at a CAGR of 21% and 49%, respectively, by 2018.
So what’s the solution for capturing and analyzing data from across channels to improve performance and gather business intelligence?
Enter 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? By reducing silence and average call time, organizations can realize significant cost savings while simultaneously improving agent interactions with customers.
After implementing interaction analytics, a large energy provider saw a 30% increase in sales conversions, a 50% increase in client data capture, and $17 million in annual savings. Interaction analytics also helped a large vacation resort company realize a 26% increase in customer satisfaction, an 18% increase in agent quality scores, and a 48% increase in collections.
Check out our infographic below to learn how contact centers across the U.S. are seeing big results with interaction analytics.