Call Center Management Featured Article
Analytics Will Be Front and Center at Call Center Week
Call center solutions providers regularly add new features and updates to their solutions. While’s it’s important to keep track of then in the news pages, it’s much more helpful to see them function in person. Events like Call Center Week, which kicked off yesterday at the Mirage in Las Vegas, can help companies better understand the new technologies that can help them run a tighter ship.
This year’s theme, “From Personalizing to Predicting the Needs of the Customer,” was created around some of the best and brightest trends in customer support, including technologies that can help call centers deliver a more personalized experience (whether via self-service or live support) to each customer, and the use of analytics to better understand how to make the most of the customer relationship.
Analytics technology is a bit frightening to many smaller companies. It’s tied to “big data,” and many companies may already feel that they’re swimming in data. While this may be true, big data is only frightening when there’s no way to make sense of the information. Analytics, which is built in to many contact center workforce optimization products today, can help tame the information overload best and yield intelligent insight into operations that can save money and boost the quality of service.
Analytics can also lead directly to one of today’s other important goals: personalizing the customer experience so customers can interact on their own terms without wasting time on unnecessary tasks, such as listening to information that’s not relevant to them.
Today customers expect service on their own terms - whenever they need, in whatever digital channel they want. When these needs are not met, there can be increasing customer churn, escalating operating costs and decreasing shareholder value. This isn’t good for the company, and it’s not good for the customer.
Monet Software (News - Alert), which will be exhibiting at Call Center Week in booth 616, is one of the company’s that has been implementing forward-thinking contact center technologies into all their solutions, including workforce optimization. The company’s cloud-based Monet Live solution provides businesses of all sizes with robust workforce management and quality monitoring that is bolstered by analytics technology so it can maximize the potential for first-class performance management.
Companies using Monet Live can easily track, analyze and manage agent, group and center performance to optimize customer service. Performance management is an integral part of managing the call center and helps you to align your people, processes and systems to your goals and objectives, such as customer satisfaction, cost control and boosting revenue. Contact center managers can create a culture of accountability and self-motivation, and better understand how to get the most out of relationships with both customers and the employees who are responsible for serving them, according to Monet.
Edited by Stefania Viscusi