The business world has changed beyond recognition over the past decade and this is largely due to the increasing use of new technologies being used as an interface between you and your customers.
It is a given that customer service is paramount if you are to survive in business. Robust and reliable technology to connect you and your customers is an absolute need now, be it your voice system, your ecommerce site or even your ability to receive or reply to emails.
Having invested in the above, businesses are now looking at what else technology can do for them to give them a competitive edge over their peers and increase their own efficiency.
Welcome to the world of data management and analytics! – these are key major technology areas that can help you anticipate customer needs, tailor business processes to best serve customers, and ultimately improve the efficiency of your business – the latter of which can keep costs down.
As businesses are increasing the number of channels in which to interact with customers and the complexity of those interactions, it is vital to focus on managing the data you are collecting and analysing the data to understand call drivers and trends, and reduce repeat calls.
Your data can be “mined” using technology to help your business better understand buying trends, missed opportunities and inefficiency. This can be presented back to the business in a format that enables you to quickly remedy any gaps in your customer service.
Data is extracted and categorised to identify and analyse behavioural data and patterns. Data miners sort through huge data sets using sophisticated software to identify undiscovered patterns and establish hidden relationships.
Analytics allow for personalisation of the customer journey and can make the experience more tailored to the needs of individual users – from the moment they start browsing the site, to the second they finish a call with a customer service agent.
Using this technology, you will be able to collect data spanning the whole customer journey, use predictive analytics and machine learning to anticipate important events and continuously tune the analytics platform using feedback. IP Integration’s Consulting team are experts in this type of diagnostic activity and can provide benchmarks, recommendations, roadmaps and results.
The benefits for you and your contact centre agents? They become an invaluable asset echoing the Voice of the Customer and the Voice of the Contact Centre, providing a valued consulting service to your business that money doesn’t have to buy!