As a contact centre leader, your customers love working with you. Your agents love working for you. Your peers love working alongside you. Under your guidance, your team consistently achieves top performance scores and high customer satisfaction ratings. You seem able to accomplish whichever task is put in front of you, and you relish new challenges that come your way. You’re truly a rock-star contact centre manager or supervisor.
Out of everyone working in your organisation, it seems like you at a minimum should be anointed with “Voice of the Customer (VoC) Superhero” status, right?
Achieving this kind of status requires much more than that, and contact centre analytics plays a key role. Do you have what it takes?
It’s common to find confusion in your contact centre about what “analytics” really is, or what it can be. Many people, particularly those with finance backgrounds, equate the term with hard numbers, not realising that today’s rich analytics can be so much more than that.
With the emergence and evolution of specialised analytics technologies—such as speech analytics, text analytics, desktop analytics and sentiment analysis—the definition, purpose and outputs of analytics in your contact centre have moved beyond simply hard data to true representation. Now, you can get a truly authentic flavor of your customers across all the channels by which you serve them. But only if you use these technologies, and use them properly.
If you want to be a VoC superhero, at a minimum you need to:
Inadequate pre- and post-deployment planning sabotages more analytics projects than you can possibly imagine. That’s because it’s human nature to resist change, and analytics projects fundamentally change how companies operate.
So, if you want to be a VoC superhero, at a minimum you need to:
Too many requests and too many distractions easily can derail even the best-intentioned analytics project. Scope creep is natural, but a ruthless focus on what really needs to be done must be maintained.
That’s why, if you want to be a VoC superhero, at a minimum you need to:
Think you’re ready for superhero status? Learn how in the Calabrio ebook, 3 Steps to Becoming a Voice of the Customer Superhero.