I think most would agree with this suggestion: consumers expect customer service agents to know how to efficiently solve any and every problem at hand. Due to the fact that agents aren’t mind readers, supplying your contact center with the right tools to better identify future customer inquiries is critical in reaping full ROI.
Recent research suggests that advanced business intelligence directly improves customer experience as well as contact center services ROI. According to Dimension Data’s “2015 Global Contact Centre Benchmarking Report,” 57 percent of companies relate improved customer service experience levels to ROI, while 75 percent of contact centers can now pre-identify and segment their customers. It’s evident that contact centers’ improving ability to predict customers’ future behavior and, in turn, offer a catered experience to each segment is an important correlation.
Guarantee your agents are prepared for any type of customer by instating these three forms of business analytics:
Predictive Models: Foresee the imminent behaviors of particular customers by compiling past transactions to create a customized model. Learn from past consumer actions by using those experiences to better prepare for the next. The customer is bound to appreciate the personalized attentiveness of an experienced Communicator.
Market Segmentation: Use your contact center’s abundance of incoming data to organize your consumers. Grouping certain consumers based on personality and historical tendencies saves time and money. This allows for improved Communicator assignment, as the agents most experienced with specific groups can be strategically assigned in order to ensure the best customer experience.
Customer Profiles: The ways in which we are able to use data are nothing short of incredible. Contact centers receive massive amounts of information about customers through inbound customer service calls and/or outbound calls to prospective non-profit donors. Leverage this data in order to create customer profiles based on the similar attributes detected in specific groups of consumers. These profiles will give businesses an edge in predicting future behaviors.
Hiring mind readers isn’t a realistic goal, but we can provide our employees with top notch business intelligence for a best-in-class customer experience. Learn more about business analytics strategies that can help augment your contact center services ROI.
Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the American Teleservices Association (ATA). He also donates his time to serve on several University boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s higher honor, the prestigious Fulcrum Award.