Customer contact centres are often the most important business units within any organisation. Directly connecting customers to a brand, contact centres are the main opportunity for organisations to enhance their reputation and ensure their customers are satisfied with their services. Are customer contact centres enhancing businesses as they should be or is there room for improvement? Most people would say there is considerable scope for progress.
Churn is a term used for the amount customers or subscribers who terminate services or contracts with a business over a period of time. Studies have found that in certain industries, such as insurance, annual churn rates can be as high as 20% and even in business in general the rate is estimated at between 2% and 5%. In a lot of high churn industries; insurance, telecommunications, finance, and utilities, direct customer interactions are limited to billing and support which amplifies the importance of the customer contact centre handling these communications. As a result, a massive focus, across all industry verticals, is being placed upon making the customer contact centre as effective as possible.
Improving customer experience, CX, is now even more crucial in the age of social media with diverse platforms available for customers to either promote or degrade an organisation to the rest of general public. That’s where BrandsEye and Red Box come in.
Red Box, the voice communication capture specialists, provide a host of solutions to record and store voice, as well as SMS, video and instant messaging communications within an organisation. Being able to review and analyse a business's communication channels provides huge benefits when it comes to enhancing and improving services within the contact centre. They have now partnered with BrandsEye to take that ability to a whole new level.
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Kate Hammett, Red Box[/caption]
Opinion mining might sound like something out of a dystopian thriller, but it can have a hugely positive impact on an organisations ability to provide great customer experiences. BrandsEye are one of the world's leading data mining firms and specialise in monitoring opinions using integrated sentiment analysis and topic recognition. They can mine conversational text, using AI and human crowds, providing quantifiable metrics on a brands reputation through channels such as social media. The partnership with Red Box now provides an additional medium with Red Box's transcribed voice data.
Kate Hammett, Global Head of Partnerships at Red Box explained why the partnership can enhance contact centres globally.
"The most exciting aspect of the partnership, from our perspective, is Brandseye look at the external social noise, what the public are saying in terms of interaction with a brand. Then with our tools, we understand what the internal noise and atmosphere is like, which can really help organisations understand how they are performing from an holistic point of view."
Cameron MacQuarrie, Brandseye[/caption]