Lowering operational costs and improving return-on-investments (ROI) are top of mind for most enterprises with a contact center. Historically, accessing the wealth of customer interaction data resulting from customer interactions across the entire organization has been a challenge.
Data drives insights, and insights drive business. If your company has a contact center, it’s likely that standard KPIs like agent performance and call times are metrics being tracked. These KPIs help managers improve agent performance, customer experience, and operations costs. But for most enterprises, the data insights stop there.
Marketers and agencies are under constant pressure to prove ROI. But tracking your digital ads are difficult if you have no way to tell which ads drove calls and resulted in sales. Speech analytics allow marketers to connect the dots and follow the customer through the funnel in order to make smarter decisions about ad spending.
Every day, the world creates 2.5 quintillion bytes of data. That is a staggering number that the human mind can’t even begin to fathom. And if we can’t picture that figure in our heads, how can we be expected to make sense of it all on our own to make informed business decisions?
Proving return on investment (ROI) has been a cornerstone of business since the beginning of time. If you cannot provide empirical data that a project, campaign, or service is producing a positive and lucrative effect on operations, you can surely bet that particular undertaking will get the axe from your executives.
If you run a business, you are probably acutely familiar with the utilization of a spreadsheet software. A prevalent data tool for businesses in the past several decades, these applications allow you to digitally organize, calculate, and analyze your data.
Times are changing... data is for everyone
Our businesses and organizations are becoming increasingly complicated environments with each passing year. Inevitably, as you grow, you’re going to find yourself creating new departments, starting special project groups, and hiring more people all along the way.
Topics: Call Center Analytics
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