Taking Advantage of Advanced Data Analytics to Improve Operations

Real-time data analytics is no longer an expectation — it’s a necessity for companies and departments managing customer care programs. As brands continue to adopt an omnichannel approach to customer service, and contact centers engage in interactions by phone, text, email and social media, adapting technology to the demands of today’s operations is integral to continued success.

A Live, Big-Picture View of Interactions

The latest advanced visual analytics platforms offer insights not only in real time, but through a flexible, live dashboard format, allowing teams to pinpoint and review trends by type of response, location, product and more.

The data stream is two-fold — making it possible to track contact center operations as they occur and to collect hundreds of thousands of social media posts to get a pulse on what’s being talked about in an industry or brand in the greater social sphere.

Making the Impossible Possible

Essentially, analytics programs have evolved to the point where it is possible to “review” 100,000 social media posts at a time. No matter how expansive and dedicated, a brand team can’t possibly maintain the threshold to simultaneously handle and process the influx of thousands of social media postings. With the help of technology, there is no infinite capacity.

Still Embracing the Human Element

That’s not to say the important role human interactions play, especially in cases where those interactions inform the output of data. For example, new functionalities can “read” conversations from a call to gauge the sentiment of the interaction — positive, negative or neutral — and the factors driving that interaction. Even in mere minutes, contact center managers can cull insights from a high volume of calls. This immediate feedback can become a tool that brands rely on, serving incredibly useful purposes like informing product defects, product misuse or even recalls.

 

Recognizing that your brand has specific needs and programs, our data analytics platforms are designed with a core set of capabilities that are flexible in nature, and they’re able to be rapidly deployed — so that technology can enhance, not hinder, the efficiency of your team and customer care operations.

 

 

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