Calabrio headquarters are based in Minnesota and its Centre of Excellence for Analytics based in Vancouver Canada. You can’t live in either place and NOT know hockey playoffs are happening right now. It’s practically sacred.
So it seemed appropriate when developing this week’s live webinar to weave in some sort of hockey theme. It also seemed appropriate because—much like hockey is a power sport—the topic on which we’re presenting holds such immense power and promise for today’s contact centre: customer intelligence data.
Intrigued? Here’s an overview of what we’ll cover in our live webinar.
Reporting on and analysing information is critical to the effective management of contact centres.
Yet Forrester Research shows 60 percent of contact centre decision makers are concerned about how long it takes receive relevant information via new reports and dashboards. And two out of three decision makers say it’s difficult to get the right answers from their current business intelligence (BI) and reporting tools.1
No one can deny reporting and BI are mission-critical assets to the success of your contact centre. The challenge lies in accessing and synthesizing all of the data required for a comprehensive understanding of contact centre challenges and opportunities.
That’s because customer-related data is stored in a multitude—sometimes even a dozen or more—of disparate systems and locations commonly referred to as “data silos.” These separate databases each house an abundance of information that individually tells us a part of the customer experience story; users, however, are left to their own devices much of the time when it comes to attempting to gain holistic insight on aspects like the entire customer journey, factors impacting customer satisfaction, or scenarios that prevent a successful sales transaction.
Data silos make it difficult—or even impossible—to spot opportunities, trends and problems affecting the organisation as a whole, and they act as barriers to overall collabouration, productivity and efficiency.
Unfortunately, this situation is only getting more complicated. Now we’re adding into the mix:
These issues lead to a fractured and inaccurate view of the contact centre operation. And, while these challenges aren’t insurmountable, they do require a modern, strategic approach in order to overcome them.
You probably already have much of the raw data you need to dig into the full customer interaction experience—call detail records, call-by-call transaction logs from an automatic call distributor (ACD), interactive voice response (IVR) interaction transactions, etc.—but your current reporting capabilities just can’t get to it. Even if it could, you need to be able to drill down into individual interactions to understand what happened in detail,not just assess in summary or in aggregate generalised customer interaction metrics.
That’s why we designed Calabrio Advanced Reporting as a complete, end-to-end platformthat analyses holistic, omnichannel performance. It encompasses the complete spectrum of BI—from back-end data collection, processing, optimization and storage to front-end data design and visualisation. Advanced Reporting integrates and unifies any and all relevant, raw data—historical batch data, granular contact interaction data, or streaming, real-time event data—regardless of where it resides, into organised and intelligent structures, then delivers powerful insights via intuitive, highly visual dashboards and reports.
With Advanced Reporting, you can:
If you’re ready to score an in-depth view of your entire customer journey and gain a better understanding and greater insight into the actual customer interaction experience your contact centre provides, you’ll want to attend this week’s live webinar.
Join Calabrio as we share three ways companies can score stronger ROI from customer intelligence data—register now for our April 25, 2018 webinar, How to Score a Contact Centre Intelligence Hat Trick.
1Forrester, “Boost The Value Of Your BI With Advanced Search.” October 2014