Dave “Renny” Rennyson is the CEO of SuccessKPI. He is a passionate SaaS veteran, global executive, a lifelong learner, and the co-author of “The Art of SaaS.” Dave is obsessed with customer success, solving big problems for his customers, and building highly usable SaaS products that transform the customer experience. Prior to his role at SuccessKPI, Dave served in various senior executive roles at MicroStrategy, Genesys, Angel, Broadband Office, Interactions, Spirent, and Verizon. He enjoys running, reading, skiing, traveling, and trying to play Catan at times a bit too competitively with his family.
Organizations use various contact center channels to interact and understand customers. These numerous channels create a problem when it comes to sorting out customer data. Interaction analytics provides the solution to analyze customer interaction data as a whole to solve this problem.
Ideally, interaction analytics is an omnichannel approach to analyzing data from all channels in the call center. It allows managers to get insights from interactions, provide support to agents, create the best interaction practices, and enhance performance. This results in consistent customer experience and high customer retention.
Here are some of the ways how interaction analytics improves call center productivity:
100 Percent Data Analytics
Interaction analytics enables organizations to analyze data from all conversations rather than a small sample. Organizations that interact with customers across different channels, such as IVR, text, voice calls, etc., can leverage interaction analytics for better analysis.
When analyzing interactions from a single channel, you are highly likely to end up with biased data. With interaction analytics, you get accurate insights from all communication channels, and this eliminates any biases.
Sentiment Analysis Helps Deliver Positive Customer Experience
Interaction analytics picks up different sentiments, such as needs, wants, intentions, desires, and emotions, to help you understand customers better. With powerful interaction analytics software, you can easily understand why customers are unhappy and boost their satisfaction. Also, it’s a better way to understand their concerns about your brand.
Real-time Gathering of Insights
Interaction analytics monitors each conversation in real time and provides immediate feedback to call center managers. The real-time analysis gives insights into each interaction and helps implement training and business strategies easily. If a conversation gets out of hand, the agent or the manager can rely on the insights to get it back on track.
Another benefit of real-time analysis is that it optimizes engagements via de-escalations that may otherwise lead to customer dissatisfaction.
Improves Call Center Efficiency
There are several ways interaction analytics maximizes efficiency. It drives a higher First Call Resolution rate, reducing the length of calls and the need for transfers. This boosts customer satisfaction as you can provide a solution without making the customer wait too long.
Call centers that utilize interaction analytics have a lower average handle and hold times. This can reduce the amount of time a customer spends on hold or speaks with agents. These analytics provide agents with handy solutions.
Enhances Customer Loyalty
Through interaction analytics, agents can easily discover the root causes of customer dissatisfaction based on their current sentiments. It helps identify key phrases in customer’s communications and hot points that require more emphasis. Also, this strategy helps identify patterns of interactions and works tactically to reduce customer churn.
Organizations that handle critical customer data are subject to strict compliance mandates. However, some contact centers handle thousands to millions of calls, making it impossible to track regulatory requirements. With interaction analytics, organizations can review compliance adherence on all interactions rather than a small sample.
Interaction analytics monitors communications at scale. This ensures it can detect issues as they arise, allowing managers to patch vulnerabilities in the call center. This is possible through a combination of AI and Natural Language Processing (NLP). It’s a great way to tweak the agent’s approach and ensure he or she can deliver interactions beyond compliance.
The Bottom Line
Leveraging interaction analytics helps to improve engagements in the call center. They help you to assess all interactions as a whole and strengthen agents for better performance.
SuccessKPI’s interaction analytics combines the latest AI, NLP, and ML capabilities to analyze communication from all interaction channels. Its unified reports and dashboards provide actionable insights that help improve FCR, customer satisfaction, and retention. Contact us today or book a demo to harness the power of interaction analytics!