A COMPLETE GUIDE TO CALL CENTER ANALYTICS: II

1. IVR analytics

IVR analytics is a highly effective end-to-end call assessment solution that is a part of customer experience strategy. As a matter of fact, the customers who are greeted by linear thinking IVR systems instead of human voices already assume that their self-service experience is going to be less than favorable. Conducting IVR data analysis helps produce valuable insights that answer many important questions. With insights to these questions, organizations can improve their IVR systems, make them more clear, efficient and user-friendly in responding to callers. Thus, IVR analytics contributes to the success and profitability of companies of all sizes by helping to reduce costs, increase and enhance self-service options, improve first contact resolution, and boost customer satisfaction by providing an exceptional customer experience.

2. Predictive analytics:

Predictive analytics consists of a number of statistical techniques from predictive modeling, machine learning , and data mining that analyze current and historical facts to make predictions about future or otherwise unknown events. Using in-depth review of past performance in call volume, service level, handle time, and customer satisfaction, the predictive analysis makes it possible to apply past solutions to upcoming problems. This information can also be used in training to boost call agent effectiveness and enhance the customer experience. Predictive analytics help organizations determine which operational changes would be the most effective at improving the call center’s overall performance. As an added bonus, it also reduces handle time and operational costs by providing more effective communication.

3. Call center desktop analytics:

Call center desktop analytics enables companies to capture inefficiencies, improve security, and explore potential coaching opportunities for phone agents. By viewing the phone agent’s activity during the call and capturing all activity on the agent’s desktop, a company can ensure that the agent is using their systems most effectively, and that the systems themselves are functioning properly. Using comprehensive desktop analytics, an analyst can find and remove redundant tasks that increase call handle time and frustrate both agents and customers alike. This would further help in providing exceptional customer service .

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