With every call center interaction, customers provide valuable insight that can be used to improve the customer experience and make the call center more profitable. The challenge is sifting through this information and analyzing it to make better decisions. There are tremendous benefits to capturing customer information in real-time or close to real-time, but many call centers fail to do so.
To get more insight into using real-time analytics to optimize the contact center, SearchCRM.com called on Ken Landoline, Program Manager for Customer-Centric Strategies at The Yankee Group, an independent technology research and consulting firm. Ken spent 20 years holding a variety of management positions in the telecommunications industry. He is an often-quoted analyst in call center industry publications and a frequent speaker at telecommunications events.
From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center. You'll learn:
- How to use real-time systems to spot and assess customer opportunities while the customer is still on the line.
- How to use real-time analytics to take advantage of transactions in a way that is convenient for the customer, to improve the customer experience.
- How to extend the customer relationship after the initial customer inquiry or sales request using the information at hand.
- How to capture, track, analyze and take action on competitive, operational, and policy issues identified during the customer interaction.
- How to share relevant aspects of this transaction with departments outside of the contact center so that the results can be analyzed and acted upon.
