It's safe to say that the call centre environment is changing. A world of omnichannel communication solutions and increasingly-demanding customers means that the conversation between customers and companies is more diverse than ever, with opportunities to reach out through not just VoIP, but instant messaging, SMS, and social media too.
In a world where customer experience (CX) is king, it's not enough to simply "hope for the best" with your contact centre strategy. Companies that want to provide the right solution for their customers need to listen to their needs, analyse their behaviour, and respond to changing patterns. The only way to do this is with contact centre analytics.
The right analytics platform not only gives you an overview of consumer preferences, it also provides you with the information you need to respond to current trends. According to Steve Tutt of Kakapo Systems:
"These metrics are crucial in the contact centre space because they show companies where people are waiting in the queue [and] where they're losing customers."
Going Beyond the "Call" In Call Centre Analytics
So, we know that call centre insights are important, but why is it so useful to migrate your system to the cloud? Why not simply pay someone to listen to your call recordings and sift through your data at the end of each month? The simple answer is that it's not cost-efficient or effective to work without the cloud anymore.
If you're contacting customers through SMS, chat, and social platforms as well as phone calls, you'd need endless hours of extra time to go through all that dispersed data. The cloud brings everything together in a more cohesive, comprehensive way. Whereas in traditional call centres, only about 5% of all calls are screened for training and quality assurance purposes, the application of cloud-based call analytics allows call centres to automate quality scoring and analysis on a much broader level. In fact, you can assess up to 100% of your calls.
If that wasn't enough, the cloud also gives you the opportunity to use machine learning to assess your data up to 60-times faster too, particularly if you're using new technology provided by experts like Red Box Recorders or Tollring. That means that you're spending less time and money on quality and compliance, all while improving your chances of better brand loyalty and ROI in the future.
