If big data is beginning to feel like a big headache, you’re not alone. Over half of contact center decision makers say that they struggle with data challenges. Much of this is due to the fact that many of us simply don’t know how to manage the data we have.
In the contact center, mastering big data can provide amazing value—from $500 to $2,000 per agent, per year.
With the right tools, analytics can tame big data to reveal insights to management faster. It can also help make workflows and business processes smarter and more adaptive. The key to getting value out of big data is to make big data dimensions work for you:
- Rather than worrying about data velocity, establish and measure to multi-dimensional KPIs to accelerate decision velocity.
- Place volume secondary to relevance when it comes to accessing and having an in-depth understanding of the data you need
- Transform the variety of data they have into useful breadths of knowledge that can be turned into valuable metrics
It is commonly recognized that 80% of an organization’s data is unstructured. That unstructured data is often that which contains the richest insight into customers need and operational execution. For the contact center, recordings and agent desktop activities remain a vast, untapped data store of insight.
Speech analytics helps companies structure the concepts that are occurring within customer conversations. New data points that are uncovered can then be integrated with other performance and quality metrics. Desktop analytics – often part of back office optimization solutions — capture not only process behavior but also how applications are being utilized so companies can benchmark and track process performance as well as compliance.
Behind all of these measurements, performance management can turn these metrics into meaningful insights that allow companies to create multi-dimensional KPIs, align personal activities to organizational initiatives, and optimize coaching sessions to drive corrective action.
In the contact center, big data has the ability to turn every customer interaction into a productive one. How is your company using big data to inform decisions and provide better customer service?
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