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<\/div>\n<\/div>\nIn this increasingly complex world, businesses everywhere are looking for any advantage they can gain over the competition. Whether it\u2019s better employees, better deals, or simply a better product, the search continues.<\/p>\n
But what most people don't seem to realize is that they may already have the answer right under their noses, and they aren't taking advantage of it. That answer is \u2018data.\u2019<\/p>\n
In a recent blog post, Gerald Sinclair\u2014Product Manager at Uptivity, a subsidiary of inContact\u2014examined the use of data and its growing prominence in today's business environment.<\/p>\n
\u201cIf you\u2019ve \u2018liked\u2019 a page on Facebook (News<\/a> \u2013 Alert<\/a>) lately, you\u2019ve probably noticed that other pages\u2014similar to the one you recently liked\u2014appear on your wall as recommendations just for you,\u201d Sinclair noted. \u201cIf you buy something on Amazon, the next time you return to the site, you\u2019ll receive product recommendations based on your previous purchase. These are both examples of how analytics are driving business.\u201d<\/p>\n Sinclair broke down five different types of analytics that can help a call center operate more effectively, and they're worth noting:<\/p>\n Speech Analytics:<\/strong> \u201cSpeech Analytics analyzes voice transactions for keywords and phrases, and can be used to identify customer churn, escalations, procedural inefficiencies, and customer satisfaction,\u201d Sinclair noted, adding that it is typically used in conjunction with a quality management program.<\/p>\n Desktop Analytics:<\/strong> This application, which monitors 100 percent of system performance and agent workstation activities, goes beyond screen capture by potentially providing real-time guidance to agents. \u201cDesktop Analytics is often integrated with a CRM solution and used in conjunction with Speech Analytics to provide a holistic view of agent performance and organizational processes,\u201d he says.<\/p>\n Cross-Channel, Multichannel, Omnichannel, and Text Analytics:<\/strong> These solutions help identify the channels used by each customer so that businesses can interact with them through their preferred channel.<\/p>\n Self-Service Analytics:<\/strong> \u201cSelf-service analytics is becoming increasingly beneficial, since customers often complain or opt out of a self-service tool,\u201d Sinclair stated. \u201cThis type of solution allows organizations to identify the self-service areas that most discourage customers and, as a result, implement the necessary process enhancements and improvements.\u201d<\/p>\n Predictive Analytics:<\/strong> \u201cThis type of solution typically works with a CRM tool, cross-channel analytics, and\/or speech and text analytics to determine the most effective channel for communication,\u201d Sinclair said. It can also suggest products or assign the agent with the most appropriate skills to handle the interaction.<\/p>\n Overall, analytics is a powerful tool that can help any call center \u2018step up its game.\u2019 But like any good tool, it\u2019s useless unless you put it to use.<\/p>","protected":false},"excerpt":{"rendered":" November 03, 2015 In this increasingly complex world, businesses everywhere are seeking whatever edge they can get over the competition. Whether it’s better staffers, better offers or simply a better product, the search goes on. But what most don’t seem to get is that they might already have an answer in-house, and aren’t utilizing it. 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