Call Center Analytics
Enhance Customer Service & Prevent Customer Dissatisfaction
There are six subsets of call center analytics, otherwise known as call center analytics software, used by customers and salespeople alike:
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- Speech Analytics
- Text Analytics
- Desktop Analytics
- Cross-Channel Analytics
- Self-Service Analytics
- Predictive Analytics
On the other hand, desktop and cross-channel analytics are used by businesses to ensure that customer support workers and platforms are functioning at their very best to properly and efficiently handle customer inquiries.
Finally, predictive analytics is the most complex, yet impressive of the subsets, as these tools find patterns in the products that customers purchase and can therefore predict what the customer may want to purchase next.
Sales are obviously important when it comes down to business, but if your customer service is lacking and customers are not satisfied with what they purchase and cannot negotiate with the seller to correct the issue, sales and profitability will decrease significantly. Therefore, call center analytics is just as important because:
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- Prioritize customers’ feelings and attitudes (good or bad) about a product or service
- Decrease future issues that customers could encounter with a product
- Prevent product issues by analyzing customer complaints and suggestions for
- improvement
- Prevent future issues with products, thus increasing customer satisfaction
- Ensure customer service representatives are performing at their very best, and if not, taking the proper measures to do so
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