Data Analytics: Applications for the Contact Center
Updated: May 22, 2019
By Licia Wolf
We have been discussing many aspects of Data Analytics in this blog series, including what it is, why we need it, and how we can use it. In this post we will look at examples of how Data Analytics can be used and benefit organizations, focusing on contact and dispatch center environments.
Analytics in the Contact Center
Contact and dispatch centers are continuously looking for ways to improve their service in order to gain a competitive edge, maintain public utilities, or save more lives. When customers or callers are unhappy, common complaints are extensive hold times, explaining the issue over and over to different agents, and lack of a timely or satisfactory resolution.
Analytics can be used to improve agents’ or dispatchers’ performance by pinpointing gaps in knowledge or expertise that may require training. Recording and analytics software can be used to monitor and review call takers by supervisors, managers, owners, and even peers. This offers a multi-pronged prospective to gain a well-rounded understanding of any short-comings and areas to focus on.
There are several types of analytics in a contact center that can contribute to improvements, such as text, bot service or automated engagement, predictive, cross-channel, speech and desktop analytics. Speech and desktop analytics are a facet of the HigherGround interaction recording platform, and it is important to understand how these tools enhance the capability of your contact center.
This is a relatively new area and is gaining in use as it is proving to be highly beneficial. Speech analytics is typically an application that works with your call recording/retrieval system and can detect nuances of voices such as particular words used, tone of voice, silences, and phrases. Entire recorded interactions can be analyzed and scored, with grades for each area available for review.
With this tool, team managers can improve current methods by changing scripts, developing targeted training, altering processes, or making changes in systems to provide call takers with better methods to assist callers. As a result, a speech analytics system can help to enhance customer engagement, optimize call duration, and improve first-time resolution and customer satisfaction.
Desktop analytics records, tracks and analyzes all activities that occur on the desktop of call takers. It allows managers to view interactions and monitor everything they do during a call. You can review reports of interactions by agent, station, department, division, or other selected variables, and discover any patterns or trends in the data. Tools such as screen capture enable managers to view what applications the call taker is using, and how quickly they access essential functions. System data can also be monitored and analyzed.
Retrieving and reporting can be performed with just a few clicks in the HigherGround platform, and can reveal deficiencies in call takers, systems, or processes. It allows you to explore training and coaching opportunities and improve the performance of call takers, as well as processes in your model.
About the Author - Licia Wolf is the Marketing and Communications Manager at HigherGround. She holds a Ph.D., and a professional background in electronics, internet marketing, and print/imaging technology. Click here for more information on the rest of the HigherGround team.
HigherGround, Inc. provides best-in-class, reliable data capture and interaction storage solutions that enable clients to easily retrieve critical information. Our interaction recording and incident reconstruction solutions transform data into actionable intelligence, allowing optimization of operations, enhanced performance, and cost reduction.