Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Experience, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Analytics, Business Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Workforce Management, Workforce Performance Management (WPM), Verint
Verint’s Audiolog for Contact Centers provides recording and assessment of customer interactions. The latest product release adds functionality that the market wants. My latest research into the state of technology in contact centers confirms that most companies now support multiple channels of communications with their customers. The results show that companies on average support four channels, which may include anything from the telephone to text messaging, chat and social media. As well as the challenge of implementing and supporting these channels, companies need to understand which ones most customers are using, for what purposes and how many channels they use to resolve their issues; it’s important to know, for example, if someone begins on the website, transitions to social media and finally calls the contact center.
Topics: Social Media, Customer Experience, Operational Performance Management (OPM), Business Analytics, Cloud Computing, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Verint
One of the problems in the contact center and IT worlds is that terms mean different things to different people. Take “contact center” for example. The meaning was clear when it was just the call center because people knew it was a place that centralized the handling of customer phone calls. It became the virtual call center when calls were distributed over multiple sites. Then it became the contact center because some companies started to ask agents (a term that is interchanged with customer service representative, customer service agent and the like) to handle forms of interaction other than calls – e-mail, letters, chat and others. Now “center” has lost relevance as interactions are handled by the “best” person in an organization, whether in a formal center or working at home; indeed the agent may be in-company or working for a third party that provides outsourced interaction-handling services. This situation makes the term “contact center analytics” imprecise because what is really required is interaction-handling analytics.