Managing the modern contact center involves extrapolating the most up-to-date metrics and data for companies to ensure success and enhance efficiencies. Many companies still use dashboards for visibility purposes, and they are valuable tools for introducing high-level data, but they don’t present the usability and detailed data needed to make strategic decisions for a business’s future. The best way to enhance data transparency is by utilizing dashboards equipped with data notebook capabilities.
What is a data notebook? Simply put, it provides companies with the capability to transform essential data into actionable insights. Notebook technology was created with non-technical employees in mind. Users can ask questions about the data directly and receive the answer as a graphic visualization. Data scientists build notebooks, but contact center leaders can tailor them to their specific needs for interpreting critical data. Additionally, data scientists directly connect data notebooks to data subsets, deeming them trustworthy by company leaders. Companies can rest assured knowing that data scientists have cleaned and validated the data making it easily digestible for users.
Now, let’s look at why these capabilities are essential for contact centers. Let’s be honest, a massive amount of valuable data is generated from the thousands of experiences clients have each day. A company can have anywhere from 25,000 to 40,000 agents working in multiple contact centers. While the global consensus is that companies are investing in automation and chatbots, conventional forms of communication between contact center agents and customers still reign supreme, with 81.5% of the total call center inbound interactions coming through email and the phone. Contact centers need to incorporate new cloud-based solutions that analyze and aggregate customer data to gain insights into how agents can provide the best customer experience.
The reality is that having data is useless without the proper techniques and capabilities that provide contact centers with actionable insights. The success of contact centers relies on how they process and interpret data. Contact centers can reap the benefits of several capabilities when using the data presented by new data notebooks.
Simplified Usability and Dynamic Interactivity
Data notebooks are living files – allowing users to incorporate their graphic elements into the file to answer questions within the company. Notebooks also have collaboration tools so various people can share the data analysis. Users can incorporate text and multimedia files into the notebook and have discussions with colleagues about how they can turn the data into actionable insights.
Improved Agent-to-Customer Experience
Contact center supervisors can use the metrics provided by new data notebooks to monitor operations remotely and in person to assess what needs to be improved. This includes tracking agent behavior and interaction with the customers to ensure the end-user receives quality service. This capability paves the way for better visibility into opportunities for the company and agents to serve customers better while reviewing areas that may need to adjust for more efficiency. As a result, companies can expect to experience decreased call wait times, reduced call abandon rates, enhanced call quality, regained customer loyalty, and future-proofed functionality.
Enhanced Visibility
A central component of the modern contact center is having the digital tools and dashboard visualizations available to provide insight into a customer’s journey with the contact center. Simply put, agents can see where the customer’s question or concern originated – via email, social media message, or phone call – and they can view past communications with the customer so previous matters can be addressed if necessary without having to rediscuss an issue. Better visibility simplifies the interpretation of data and streamlines decision-making to strengthen day-to-day workflows.
As businesses across the nation continue to predominantly rely on technology, they must be prepared to respond to customer service queries in a streamlined fashion by utilizing the necessary tools to extrapolate valuable data. The technological capabilities available to contact centers aid in shaping the department’s financial success and reputation as the substantial need for a positive customer experience continues to grow.
About the Author
Tim Eyre is the Chief Marketing Officer at Aceyus. As CMO, his key focus is to represent the voice of the Aceyus customer, identify hidden opportunities for new messaging, and lead internal Product, Sales and Marketing teams in providing actionable solutions for Aceyus customers. A former VP of Red Ventures and Workfront, Tim has a proven track record in creating innovative marketing strategies that fuel new business growth for B2B SaaS companies, making him uniquely suited to drive customer acquisition and retention strategy for Aceyus. His success in the B2B marketing space earned him the CXO of the Year Award in 2016, highlighting his ability to propel organizations forward in engagement, loyalty, and new business growth.
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Hi there! Thank you very much for reminding us about how data mining can help us analyze millions of valuable data in such short amount of time. My boss wants to find out the behavioral pattern among our customers. I guess it’s time for us to hire an expert to handle the matter so the end result will be satisfactory later.