7 Problems Contact Center Analytics Can Solve Right Now

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Headlines:

Here are eight real current news headlines from around the world that highlight the problems contact center analytics can solve: • "AT&T Experiences Downtime, Customers Frustrated: Analytics Can Help Identify Root Causes" (Source: USA Today)

• "Global Airlines' Inflight Connection Issues Examined: Contact Center Analytics Can Optimize Customer Satisfaction" (Source: The Times)

• "Bank's Delayed Online Banking System Brings Customer Angst: Contact Center Analytics Can Identify Bottlenecks" (Source: Bloomberg)

• "Customer Complaints Swamp Retailer's Contact Center: Analytics Can Pinpoint Problem Areas" (Source: The Guardian)

• "Scheduling Algorithm Error Causes Flight Delays: Contact Center Analytics Can Monitor Performance" (Source: CNN)

• "Healthcare Provider's Phone System Down... Patients Unhappy: Contact Center Analytics Can Streamline Support" (Source: The New York Times)

• "Distance Education Provider's Customer Support Lagging: Contact Center Analytics Can Improve Response Times" (Source: The Wall Street Journal)

• "Utility Company's Billing System Error causes Disgruntled Customers: Contact Center Analytics Can Resolve Issues Quickly" (Source: Reuters)

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Contact center analytics is the systematic collection and analysis of data related to customer interactions. With this data, businesses can assess the efficiency of their contact center and determine the biggest levers they have to improve.

At the core are analytics dashboards, which transform call detail records (CDRs) and data from other channels into clear insights about customer satisfaction, agent performance, and operational efficiency.

Any decent contact center is going to have built-in analytics, but it's up to managers to decide what metrics really matter and what the data means in context. With these online analytics tools at your fingertips, you can spot a wide range of problems before they arise and stay one step ahead of your competitors.

Self-service usage refers to customers using automated systems, such as Interactive Voice Response (IVR) and chatbots, to resolve issues without needing to interact with an agent. That's the key. When callers can help themselves, it reduces call volume and frees up agents to handle more complex inquiries.

Contact center analytics can help you identify opportunities to enhance and promote available self-service options. This not only improves operational efficiency but also provides customers with quicker, more convenient solutions, enhancing satisfaction.

For instance, if analytics show a high volume of routine inquiries, such as billing questions or password resets, these can be addressed through automated self-service tools like chatbots or visual IVR.