Did you know today, April 19, 2018, is this quarter’s “Get to Know Your Customer Day?” I didn’t, but now that I do, it gives me a great reason to quiz you on how well you know your customers.
As you well know, contact center data captured during your agents’ interactions with customers can give you critical insights that help you outpace your competitors and evolve your business. And today’s rich combination of speech analytics, text analytics and desktop analytics can tell you a more comprehensive story about your customers, their needs and their experiences—knowledge that helps you more quickly identify the root causes of customer complaints and more easily overcome the customer-related challenges plaguing your business.
You also can better interpret what customers are trying to tell you—through both verbal and non-verbal, and conscious and sub-conscious, cues—and more accurately anticipate their needs.
Despite these compelling benefits, a 2017 Forrester study found one-third of decision makers said their contact center staff doesn’t use analytics to capture customer data insights because their day-to-day responsibilities keep them too busy.1 Wow!
Contact center leaders such as those surveyed by Forrester might think they know their customers, but—without purpose-built contact center analytics—they’re likely missing out on key insights that could drive monumental, positive change at their companies.
Are you one of them? Let’s find out.
1 Forrester, “Maximize Customer Data with Analytics.” May 2017.