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A complete guide to call center analytics: III

1. Cross-channel analytics

Customers today, have been provided with multiple channels through which they expect to be able to reach and interact with call center agents. The data flowing in from each of these channels contains valuable insights. This call center analytics enables organizations to identify and evaluate the data so gauged and choose the best channels for interaction with customers. Cross-channel analytics provides a way to determine what channels any of their customers are using at a given moment, and tailor their service options accordingly. Agents can provide a personalized and exceptional customer interaction if they have the required information at their fingertips.

Cross channel analytics
Cross-channel analytics

2. Self-service analytics:

This is yet another call center analytics that enables the users to access and analyze corporate data even if they are not trained as a data scientist and do not have any working experience with business intelligence and data mining. Self-service analytics helps to do so through the use of tools that simplify the ease of understanding. It further enables organizations to solve the problems and needs of a large number of businesses that too without the need for data professionals. Self-service requires minimal human involvement and helps cater a larger number of customers efficiently.

Self-service analytics
Self-service analytics

3. Performance analytics:

Performance analytics exempts the dependency of call center managers on daily reports and roll ups so as to know how well things are going. It basically offers online reporting and dashboard views of critical performance data, both real-time and historical, in context. This call center analytics enables the organizations to gauge and update relevant information and insights. Based on this information and insights, it further enables the organizations to take pro-active steps to ensure the best possible service to their customers. Thus, it actually helps enhance the customer experience to a large extent.

Performance analytics
Performance analytics

 

 

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Blended universal queue system and its advantages

Blended universal queue, more appropriately known as the universal queue (UQ) refers to an advanced concept in contact center design. As per this concept, multiple communications channels (such as telephone, fax, and email) are integrated into a single queue to standardize processing and handling. In other words, the universal queue is essentially a combination of email, chat and other data enabling universal queuing along with call blending.

Blended universal queue system
Blended universal queue system

Importance:

1. Universal queue system provides a single unified workflow which integrates all the various trouble tickets, CRM cases, mobile, social and traditional channels into a singular entity so as to eliminate improper handling of customer issues.

Handling customer complaints
Handling customer complaints

2. This highly efficacious system allows the customers to opt for a communication channel of their choice. Thus, people who do not wish to talk over a phone call can use email or another such channel of communication while the ones who are comfortable with calls can directly talk to the agents for query resolution.

Choosing communication channels
Choosing communication channels

3. Blended universal queue system provides improved cross-channel flexibility. This further results in an enhanced user experience leading to a higher customer satisfaction.

4. As far as the business agents are concerned, they can leverage the universal queue to gather valuable insights and information available across the various channels. This may help them manage their customer care workload more effectively.

Valuable insights
Valuable insights

5. The universal queue system helps in increasing the productivity of an organization by providing the facility of optimizing work patterns of its employees according to the operational requirements of the center.

Increasing productivity
Increasing productivity

6. It facilitates a smooth delegation of work among the agents according to the customer priority, availability, and their individual skills. Moreover, this technology is capable of identifying as to which of the channels need precedence over the rest of them, based on the individual priority.

Delegation of work