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Championing the Case for Contact Center Analytics!

- March 9, 2015 - 10 Comments

Contact centers have always been awash in data and data crunchers. But based on progress in data science, there is a renewed focus on analytics and how you can use it to differentiate your customer engagement strategy. When competitors offer similar products and use comparable technologies, your customer service strategy can offer meaningful advantage to your brand.

Using analytics appropriately, forward-looking companies can wring every last drop of value from their contact center processes.

Traditionally contact centers have used metrics like Average Hold Time (AHT), First Call Resolution (FCR), Abandon Rate, Occupancy, Adherence to manage the operation.

However, now they want to leverage additional data; what are the upsell opportunity, how much customers will pay; how many items each will buy in a lifetime; and what triggers will make people buy more.

Many contact centers now want to use additional data to answer more strategic questions, such as: 

  • What are the upsell opportunities?
  • How much will customers will pay?
  • How many items will each customer buy in a lifetime?
  • What triggers will make people buy more?
  • How many times has the customer contacted support?
  • How many channels has the customer used?
  • Can we measure sentiment using both structured and unstructured data?

Contact centers have traditionally tracked how many customer service representatives are available to take customer calls. Now they also want to know when inventories are running low and to predict problems with demand and supply chains so they can staff effectively.

Increasingly, contact center operations leaders have become champions of analytics and are pushing it down to decision makers at every level.

A question that begs an answer: How will companies train traditional reporting and analytics employees to perform new tasks. How will they get data from multiple proprietary sources? And, most important, how can they ensure they can make intelligent decisions when they do have access to the data?

Using existing customer data, businesses can match customers with representatives with whom they’ve interacted. If a prospect has called several times and had better interaction with a particular agent, you could route the prospect back to the same agent.

Proper use of available data can positively benefit customer effort and improve the effectiveness of contact center professionals. When an interaction arrives with the history of cross-channel interactions, information about the customer sentiment, and recommended action, agents can perform their job with ease. And, they can take pride in what they do.

Click here to learn more about Cisco Analytics for Contact Center

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10 Comments

  1. Hi Ibrahim, are the Cisco analytics products based on Exony (or now eGain)?

      James, this is not an Exony/eGain based product. Kind regards,

  2. We are seeing lots or interest in Analytics but problem is that everyone has different expectations. MIS folks confuse it with dashboard

    Nice article! CC is evolving very rapidly to go beyond proactive customer-centric to predictive business-centric models.

    I absolutely loved reading this Blog. It is informative, completely comprehensive and straight to the point

  3. Nice blog. Very valid points about how valuable analytics can be in contact centers these days. Contact centers are no longer just traditional operations centers but also means of generating new revenue-streams and enhanced customer experience.

    • What product Cisco has for predictive analysis? CUIC is just a reporting tool.

        Hi Mark, PLease take a look at Cisco Contact Center Analytics at the following URL. http://www.cisco.com/c/en/us/products/cloud-systems-management/connected-analytics-contact-center/index.html Kind regards, Ibrahim

  4. Nice blog. Very valid points about how valuable analytics can be in contact centers these days. Contact centers are no longer just traditional operations centers but also means of generating new revenue-streams and enhanced customer experience.

  5. Excellent piece. I didn't know Cisco was in analytics business.