In the ever-evolving landscape of customer support, contact centres are undergoing a transformative shift, driven by the integration of data analytics and artificial intelligence (AI). This dynamic duo is not just streamlining operations but revolutionizing the way businesses interact with their customers.
In this article, we explore the profound impact of data and AI on reshaping contact centre practices, ushering in an era of enhanced efficiency, personalized service, and unparalleled customer satisfaction.
360-Degree Customer View: What are some of the key data analytics practices that a contact centre can leverage to provide a holistic view of each customer?
1. Customer Profiling:
A basic customer profile can be achieved from demographic information such as age, location, and occupation. The profile can be elaborated with purchase history, providing further insights into the customer’s preference, buying patterns, and product interests.
2. Customer Journey Mapping:
Consolidating customer’s touchpoints across channels can map customer interactions for a specific transaction to better understand the entire customer journey. The journey could help identify the best and worst performing touchpoints. Additionally, it can identify pain points and opportunities for improvement.
3. Interaction History:
Interaction data, such as email and chat histories can provide a comprehensive view of the customer’s engagement with the contact centre. Call logs can be another source, analyze call logs and transcripts provide a comprehensive view of customer and contact centre interaction.
Customer Relationship Management (CRM) is the centralized storage for a company’s relationships and interactions with customers and potential customers. This would be the ideal setup for a contact centre. To complete the picture, voice calls need to be transcribed into text.
Before the advancement of speech to text technology, contact centres faced challenges in achieving comprehensive call transcription and analysis. The process was often manual, relying on random selective call transcription by human analysts. However, even with established guidelines and scorecards, subjective factors such as intonation, individual judgement and perception and sentiments could impact the analysis outcome.
Alvaria comprehensive contact centre solution includes the powerful speech analytics tool – CallMiner. CallMiner addresses the limitations of traditional methods by automating speech-to-text transcription and introducing advanced analytics capabilities for 100% of calls.
Key Features of Alvaria CallMiner:
• Advanced transcription speed & accuracy: Quickly and accurately transcribe voice-to-text from hundreds of languages, dialects, and accents with Microsoft Azure Speech to text (STT).
• Real-time Guidance: Automatically notifies agents for next-best-action and informs supervisors about when and how they need to intervene in real-time to maximum customer experience outcomes.
• Customizable dashboards and Reports: Individual and supervisor dashboards allow easier access to coaching, performance, and key insights that can lead to informed decision-making.
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