Contact centers are on the frontline of customer service – they go beyond providing customer support and keeping customers satisfied. Today Contact Centers transform customer's experience from delightful single interaction to an entire journey of personalized and consistent interactions. As the COVID-19 emergency continues, demand for services and support will continues to rise. During this pandemic, virtual contact centers are enabling businesses to integrate home workers into the contact center environment. They have become key tools in ensuring business continuity and resilience and helping companies continue serving customers. To rapidly deploy a virtual contact center, you need the right technologies in place. According to Gartner, approximately 90% of global organizations currently use an on-premise solution for their contact centers. This makes them ill-prepared to manage the remote work requirements and rapid scaling necessitated by the COVID-19 outbreak. Overall conversation volume has increased in contact centers by around 20% since mid-February, with verticals such as airlines and hotels experiencing call growth of 96% and 130% respectively. Enterprises need to rapidly spin up virtual contact center operations and deal with the current surge in call volumes.
Cloud contact center solutions are underpinned by virtual call management technology, which re-routes calls to agents and enables them to respond to queries while working from home. The customer should notice no difference in quality of service and experience than if they were calling a physical contact center with an inquiry. Lotus Analytics is all about providing seamless customer experience across all channels in the customer service journey by engaging customer on a channel of their choice and allowing them to hop from one channel to another seamlessly while keeping their Omni channel experience uniform. Lotus Analytics provides a robust cloud-based contact center software that enables businesses to carry out their customer communications (calls, SMS) over the internet. The software is easy to set up and maintain, cost-efficient and gives businesses more control and visibility into their operations. Lotus Analytics enriches your contact center with smart chat technology such as Chatbot, conversational AI and Omni channel integrations.
Business intelligence and analytics tools hold the key to working smarter and are used to analyze data and provide actionable insights for a company's strategy. Companies use these insights to optimize sales and marketing funnels, increase customer retention and improve ROI. Some businesses focus on sales and marketing for BI data sources, but understanding why customers contact a company, the problems they encounter, and common questions asked give valuable insight on the entire customer journey. Adding business intelligence to your customer service strategy has a number of associated operational and cost benefits, but it can also help with the human aspects of customer support. Let’s take a look at some of the benefits contact centers can enjoy through the use of a BI platform.
The two main reasons that organizations decide to outsource are to reduce costs and to have the ability to focus on core business goals and planning. But the research shows a shift in industry thinking. Outsourcing is not just about saving money anymore. It’s seen as a critical tool in innovation. A report by PwC also mentions that saving money is important, but so is access to talent, capabilities – and business flexibility.
This report also mentions the top reasons firms outsource:
• BI takes contact center to another level: Contact center technology relies on an easy-to-use interface to organize large amounts of data. BI does this while also minimizing data entry errors, completely eradicating the need for time-consuming spreadsheets. This technology also allows agents to be monitored, scored and evaluated on many different KPIs including cost summary, general call center metrics and success rate.
• Visualize and analyze information: Information that is beneficial towards improving call center operations such as daily call volume or average call duration can now be easily read and understood with the help of BI technology. Reports delivered in real-time can help draw conclusions better than ever before about what’s working and what areas are in need of improvement.
• Increase in productivity through time management: Using center business intelligence, data reveals when agents work best. This data isn’t used to turn agents into automatons; rather, managers and supervisors use it to schedule tasks during peak productivity windows, the times when agents are most likely to perform at top levels. Doing so results in agents who not only better manage their time but also feel empowered to complete the jobs entrusted to them.
• Detection of process deficiencies: Managers and directors can call for tracking on that is name and address corrections that occur when customers report they never moved; cross-track error corrections against time of day, agent or day of the week; payments received versus payments made; quantity of errors per agent, etc.
• Decreasing agent attrition: Contact center business intelligence provides both an overview and a close-up of agent attrition. It also identifies causes and effects. This information can then be used to develop a tactical action plan, including items like changing backend processes; updating recruitment, hiring, and training efforts; utilizing an employee (agent) engagement program; offering opportunities for training and advancement; or providing a more amenable work environment.
• Encouragement of Collaboration and Teamwork: Contact center business intelligence proves that collaboration and teamwork boosts productivity. The Harvard Business Review (HBR) marks the fact, as does McKinsey. By working together and taking time to “goof off,” agents are better prepared for difficult calls and customers. McKinsey notes an additional, interesting outcome: Staff may become more aware of their coworkers’ value when their teamwork is analyzed.
• Discovering Untapped Potential: Contact center business intelligence software solutions can also be used to discover other information. For instance, it can identify rising stars within the organization. One agent, for example, might make an ideal supervisor or manager. Another would struggle if given the position. It can be hard to find the former when they spend the majority of their days interacting with customers. Implementing the data gathered by contact center business intelligence produces positive results: a good hire for the company and an empowered, productive agent who is less likely to leave the organization for another job.
• Developing Customer Empathy: Contact center business intelligence software solutions can be used to improve customer communications. Agents, managers, and supervisors can analyze all sorts of “intelligence,” including recorded calls, to study things like tone and keywords. In addition, they can explore customer transactions and historical patterns of behavior to better forecast the future. Another customer-related use for call center business intelligence: customer empathy. It is proposed that turning customer data points into “robust customer profiles.” offers greater insight into who customers are and why they do or do not buy.
That’s why business intelligence (BI) has become such a crucial component of data-driven customer support. Although there are many ways a contact center can optimize its overall productivity and efficiency, BI is becoming the “it” tool. This capability positions BI is an exciting tool for contact centers looking to improve customer satisfaction while also boosting operational efficiency. BI technology is helping drive data-based decisions that refine and help an organization reach its full potential. With all of these great features, it’s only a matter of time until more call centers start following the trend and jump on board with this revolutionary technology.
In normal times, before the COVID-19 outbreak, virtual contact centers had already been identified as delivering benefits. According to a report by IDC and Genesys of companies that shifted their on premise contact center operations to cloud contact centers, 72% said they saw improved customer service, 70% improved agent efficiency and productivity and 71% improved scalability.
This coronavirus pandemic has really pushed all sorts of buttons. Some people still believe that the world will go back to normal if we just wait for some time. The current world is the new normal that we need to accept and move on. To succeed in this new post-COVID-19 world, contact centers will need to truly embrace this new normal, implement new processes and technologies, and get used to a delicate combination of humans and technology. The above benefits seem ideal for addressing business need as the COVID-19 pandemic continues and virtual contact centers become increasingly important and the new normal. Working norms will continue to shift, and business leaders will need to focus on enabling the home workforce in virtual contact centers to stay competitive and keep giving customers a seamless experience.
Contact centers today are ready to lead a paradigm shift and drive transformative customer experiences for companies and customers. Poor customer experiences and channel breakdowns can seriously impact churn and in turn, revenue. Overall center performance across major KPIs, such as quality score, average handle time, and contact resolution rates all suffer when a company doesn't have a clear view of the full customer journey. We at Lotus Analytics understand that contact center and contact center analytics can supercharge your business operations and can help you establish a strategic approach to analytics in order to get there. Lotus Analytics offers a comprehensive portfolio of products, including contact center, calling, meetings, team collaboration, and devices. Lotus’s open, flexible cloud architecture allows customization and application integrations, as well as seamless management and user experiences which provides an in-depth view of your customer's journey.