{"id":1685,"date":"2015-05-12T13:09:11","date_gmt":"2015-05-12T13:09:11","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-05-12T13:09:11","modified_gmt":"2015-05-12T13:09:11","slug":"unifying-customer-interactions-a-reachable-goal","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/en\/unifying-customer-interactions-a-reachable-goal\/","title":{"rendered":"Unifying Customer Interactions: An Attainable Goal"},"content":{"rendered":"

May 12, 2015<\/p>\n

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In a move that will be seen as both a solution for customers and a challenge for managers, contact centers will\u2014sooner rather than later\u2014be making a major shift toward \u2018advanced analytics.\u2019 While this may sound daunting at first, it\u2019s a logical step given how customers are currently interacting with contact centers.<\/p>\n

In a recent blog post<\/a>, inContact Communications Manager Gavin Gustafson analyzed the concept of analytics and how it can be used to benefit both callers and call center agents. To provide background information, he drew on some recent work by inContact partner CallMiner\u2019s (News<\/a> \u2013 Alert<\/a>) Jason Napierski.<\/p>\n

\u201cFor contact centers, developing a \u2018big picture\u2019 understanding of customer interactions across the entire lifecycle is critical to providing exceptional experiences for customers,\u201d Gustafson noted. \u201cOne way to do this is through the use of contact analytics, which captures unstructured data from recorded calls, emails, chat transcripts, or other customer interactions to identify trends and the root causes of issues.\u201d<\/p>\n

He then went on to list some of the benefits of contact center analytics and why organizations should be adopting them:<\/p>\n

Unified View of Customer Interactions<\/strong>: \u201cWith contact analytics in place, companies can use a single system and process to analyze contacts across all channels,\u201d Gustafson observed. \u201cThe benefits of using this type of software are twofold: 1) Contact centers can develop a unified view of all types of customer interactions (resulting in consistent analysis across channels), and 2) Companies can track the entire customer journey (regardless of the channel used), which can help identify the root cause of repeat contacts and poor first-contact resolution.\u201d<\/p>\n

Performance Measurement:<\/strong> A distinct benefit of contact analytics systems is their ability to measure various performance indicators by detecting the presence of certain language characteristics. \u201cArmed with this type of automated scoring, contact center managers, supervisors, and agents can proactively address issues or knowledge gaps to improve performance through additional training or coaching,\u201d Gustafson said.<\/p>\n

Customer Experience and Satisfaction:<\/strong> \u201cAccording to a recent survey by Censuswide, 70 percent of U.K. customers speak to an average of two to five customer service representatives before resolving a single issue,\u201d Gustafson notes. \u201cWhether implementing real-time monitoring or post-contact analytics, analyzing interactions across channels allows companies to measure and improve the customer experience across 100 percent of contacts. The end result? Increased customer satisfaction, reduced customer churn, and an improved customer experience overall.\u201d<\/p>\n

In short, change is on the horizon. It will be the proactive managers who recognize the trend and stay one step ahead of it. Those who don\u2019t are bound to be left behind.<\/p>","protected":false},"excerpt":{"rendered":"

May 12, 2015 In a move that will be seen as both a solution to customers and a challenge to managers, contact centers will – sooner rather than later – be transitioning over in a big way to ‘advanced analytics.’ While it may sound scary at first, it’s a move that makes sense based on […]<\/p>\n","protected":false},"author":1,"featured_media":1261,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[65],"tags":[],"class_list":["post-1685","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1685","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/comments?post=1685"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1685\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media\/1261"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media?parent=1685"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/categories?post=1685"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/tags?post=1685"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}