How Real-Time Analytics Monitoring Improves the Contact Center

Real-time data helps businesses run smoothly. Being able to see the truth about how your company is performing moment-to-moment lets you understand the reality of your business. When you know where you’re losing as well as where you’re winning, it’s easier to appropriately adjust and monitor the contact center’s daily functions. When day-to-day functions are made more efficient, productivity can increase. Here are six benefits of real-time analytics monitoring

1. The quantity and quality of calls can be tracked.

Real-time monitoring allows the contact center to know exactly how many calls are being handled by agents, plus how many calls are currently in queue. The supervisor can see how many calls are being worked on and resolved by specific agents, and conversations can be listened in on to find out how they’re being handled. At any point, the contact center can track a call in real-time and then step in if the agent seems to be struggling. By closely monitoring calls, you can determine where a specific agent or a group of agents need more work.

2. Assess the changing value of a customer.

Customers will change their value to a company as they continue to purchase items or as they become dissatisfied with the products or level of service they receive. When a customer changes how frequently they purchase, real-time analytics can immediately update the customer’s status. The next time the customer contacts an agent, the agent will know how valuable the customer is. If the customer has been purchasing more frequently, they can be moved to VIP status. If they haven’t been purchasing as frequently as in the past, they may need an incentive in order to trust the company more.

3. Analyze waiting and idle time.

The amount of time a customer has to wait to have their problem resolved is a huge part of the customer experience. The longer the wait time, the more upset the customer may get, getting the customer-agent conversation off to a bad start. While an agent may need extra time to resolve a problem, the customer only cares about how long the process is taking. With real-time analytics, the wait and idle time for each agent can be assessed.

4. Quickly manage long queues.

At times, the contact center will be understaffed or inundated with calls, live chat requests, and emails. During these times, real-time monitoring can show you which agents are idle, allowing you to redirect calls that are currently in queue to those agents. Team members can quickly be reallocated in order to meet a surge in demand.

5. Find out how long it takes for agents to handle queries.

Contact center agents are tasked with resolving issues in the quickest way possible without lowering service quality. With real-time analytics, you can see how long agents are spending on each customer. You can then work with the agents who regularly take a long time with customers in order to lower their average resolution time.

6. Take advantage of cross-sell and up-sell opportunities.

When a customer has recently bought a product or service, the contact center agent has an opportunity to cross-sell or up-sell. Real-time data can track what the customer has recently purchased and then automatically populate other products or services that they may be interested in. The system may also prompt the agent to offer the customer a better version of the product they’re ready to purchase at a higher price point.

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