As companies continue to evolve their CRM strategies to attract and maintain customers, the contact center has emerged as an important strategic asset. The agents staffing these centers have a direct impact on customer acquisition and satisfaction. In order to continue providing excellent service, more companies are turning to advanced analytics to ensure that their contact centers are performing at a high level.
In addition, market leaders are using insights from customer interactions to uncover sales, marketing, and operational improvement opportunities that touch every branch of the business. Contact analytics is now being leveraged to provide more than just performance feedback to front line employees; the intelligence mined from customer interactions is driving continuous process improvement throughout the entire organization.
Today, CRM strategies have become much more integrated – companies want to organize, automate, and synchronize sales, marketing, customer service, and technical support. It’s a complicated dance that requires both accurate and timely data. Market leaders have realized that the intelligence mined from customer interactions can not only provide tremendous insight, it can be used to continuously improve processes throughout the entire business. Insights from analytics are now being used to better target audiences for marketing, improve operational efficiency, and increase sales. Customers benefit from more intelligent offers, quicker delivery, and better service. A CallMiner white paper Continuous Process Improvement in the Contact Center and Beyond, discusses these issues and features a case study on how Saveology was able to reduce costs and increase revenue.