Last month I attended @EngageCustomer #CustomerEngagement Summit, where over 700 CX professionals gathered to share views on how artificial intelligence, the internet of everything, robotics and automation will change the way we work and engage with our colleagues and customers.
A consistent theme across the presentations and round tables was the explosion in the availability and relevance of data in creating the experiences that customers now demand. The challenge this creates is how to harness the data to reveal the business insights contained within it.
It won’t come as a surprise when I say that Cisco Contact Analytics for Contact Centre is the way to go – but it is only fair that I back this up with real examples of how Cisco customers are benefitting from it.
Customer Engagement
We have seen Analytics drive business outcomes that contact centres care about. Not least, increase operational output where improving operational performance and agent efficiency combined with an ability to see all interactions from one single pane of glass. Together, this drives up revenue with greater actionable insight from customer profiling and best next action.
On top of that, analytics is helping to reduce customer effort, to simplify engagement and to increase personalisation through improved routing decisions, not just in voice interactions but across all customer contact channels. As a result, Cisco clients are seeing a measurable improvement in customer experience that is driving loyalty.
Workforce optimisation (WFO) is a well-established contact centre technology and analytics is enabling Cisco clients to achieve new levels in optimisation where analysis of experience patterns is identifying key outliers and observing population trends across the wider team. This will help highlight inefficient systems and processes and also issues of customer satisfaction, training and agent churn.
Employee Engagement
We have seen the impact on WFO initiatives has opened up an important but often overlooked dimension to the evaluation analytics. Customer engagement will remain to the fore, but what of engagement among the agent population?
We shouldn’t underestimate the impact of a simplified agent experience on operational effectiveness; engaged agents serve better and stay longer. For Cisco clients, analytics delivers this simplified agent experience by providing integrated context and call profiling all in one single place and helping agents resolve issues by providing recommended best next action
At its heart, agent-based service is a Human2Human interaction and we have numerous use cases where analytics provides our Clients’ agents with rich insights that enable them to better connect with their customers: personalised journeys, more personalised experiences; and the ability to better understand the sentiment, behaviours and emotions of individual customers.
The majority of agents want to perform to their optimum ability and analytics provides the necessary supports. Cisco clients are using analytics to identify key attributes that contribute to negative or positive outcomes. This feeds ongoing quality and training evaluations and enables smarter working by highlighting when more effort (or less effort) is required in serving their customers.
Well, I wouldn’t start from here……
If you are looking to start (or re-start) your Analytics journey, Cisco’s Connected Analytics for Contact Centre provides an obvious place to start – it starts with what you’ve already got.
All of the information that is held across your Cisco estate is collated and made accessible – information collected from the network, information collected in the contact centre environment, information collected about agent performance. This data combines to provide real insight into the level of effort that your customers have to expend to do business with you. . Cisco’s profound approach to delivering effort scores out of the box on existing data is what this industry has been missing, a simple starting point for Analytics. Read more here.
Let me know your thoughts on this in the comments below or by tweeting @lee_leephill or via LinkedIn.
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Can I have more information & detail around this topic please.