Business intelligence (BI) is now central to the data-driven organisation, and contact centres are no exception. It is estimated that contact centre intelligence will be a $5.78 billion market by 2027, registering a growth rate of 23.5% in 2020-2027. This is expected, given the enormous insight generation capabilities of BI and its ability to solve targeted real-world problems.
What is Contact Centre BI?
You can define contact centre business intelligence (BI) as the set of tools, strategies, and resources used to analyse the data the contact centre generates and transform them into actionable insights that are directly aligned with the company’s business strategy.
One of the biggest improvement areas BI tools unlock is customer interactions.
How do you Leverage BI for Superior Customer Interactions?
Business intelligence helps to improve customer interactions by integrating with your customer relationship management (CRM) and your sales enablement technology stack.
It extracts data from various touchpoints on the customer journey, the different channels through which you offer support, and your myriad product delivery platforms to furnish a holistic understanding of the specific customer scenario.
Your CRM or sales enablement stack ingests data from BI tools to provide action points at the right moment, aiming to improve customer interactions. To take a simple example, BI can help you map which channels are frequented by a customer and instruct an agent to offer support most relevant to those channels, streamlining the customer interaction.