Interaction Analytics Improves Contact Center Performance

Ready for some shocking contact center statistics?

In 2014, there were:

•    43,675 contact centers in the United States
•    3,430,500 agents, and
•    211,000,000,000 minutes of inbound calls being handled by these agents

(Just for reference, the average human in the U.S. lives 41,539,434 minutes.)

To handle the sheer volume of calls coming into the contact center, leading-edge organizations are leveraging interaction analytics to automatically listen to and analyze customer contacts to gather business intelligence and ultimately improve performance.

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.

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:

Quality Monitoring Improvements

Interaction analytics tries to take the guesswork out of improving customer experience, agent performance, and customer insight.  By moving from qualitative to quantitative information, contact centers can make sense of the millions of interactions they have in their recording systems, improving the reliability of the intelligence provided to decision-makers.

The need to listen to calls is still there, but those listened to are far more likely to be the right ones, whether for agent evaluation or business insight.

Interaction analytics also ensures that all agents comply with all business rules and industry regulations.  What’s more, being able to monitor 100% of calls with 100% of agents means that the most successful behaviors and characteristics can be identified and shared across agent groups.

Identification of Agent Training Needs

Capturing customer interactions across channels not only improves agent performance, but it also positively impacts the customer experience. Interaction analytics tools such as speech analytics can help managers and supervisors identify agent coaching and training opportunities as well as provide agents with actionable information they can use to improve their own performance.

After CallMiner helped end-to-end e-commerce provider TradeGlobal implement interaction analytics, the company began to see its overall agent quality improve.  “Our new agents are hitting the phones with better quality scores than ever before,” says TradeGlobal.  “We no longer see the QA ramp-up that we had previously just accepted as the norm.  The agents’ ability to monitor their scores and listen to problem areas only reinforces the training and helps them maintain high scores.”

Improvements in Operational Performance

To some business leaders, interaction analytics could be seen as providing similar information to management information and reporting systems (i.e., taking masses of data and making sense of what they mean to the contact center’s performance overall).

An important distinction, however, is that interaction analytics gives contact centers the answer to the “Why” as opposed to just the “What.”

Rather than making an agent use a call disposition code when he/she passes on a call to another agent, for example, interaction analytics identifies the reasons for passing the call to another agent and keeping customers on hold.

Similarly, interaction analytics allows businesses to categorize each type of call and, through root-call analysis, identify calls resolved successfully in a reasonable amount of time – information that can also provide the training department with examples of best practices.

Final Thoughts

In today’s competitive, customer-centric marketplace, contact centers are increasingly being expected to deliver an exceptional customer experience and unparalleled customer service.

With interaction analytics in place, contact centers can develop a better understanding of customers and improve overall performance in order to meet rising customer expectations.

©iStockphoto.com/Wavebreakmedia

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