Cloud Contact Center Software with Analytics

What if, at any moment in time, through your company’s cloud contact center software, you could have a snapshot of the percentage of your customers that are happy, indifferent, and angry, when they’re interacting with your company on the phone, on chat, email, social media, text, etc?

Then, imagine if you could take the happy customers and find words that are commonly being used within that segment. And the same for angry customers.

Do you think you might find some patterns that can be duplicated or reduced?

Mike Smith describes the ways your company can use “Analytics” within Cloud Contact Center Software, to improve customer experience and increase profit.

Which cloud contact center software solutions have the best analytics? Click the button below to ask Mike.

Ask Mike

About Mike
Mike Smith is the Founder and President of AeroCom and has been helping companies with telecom and cloud services since 1999. He has been the recipient of numerous business telecommunications industry awards and in 2011, he was honored as one of the top 40 business people in Orange County, CA., under 40 years old. You can also hear him as the host of the popular Information Technology podcast, ITsmiths with Mike Smith. Follow Mike on LinkedIn, Twitter or SpiceWorks.

Transcript

So if your company is on an old call center software and you’re looking to switch and get to something new, you really want to find a Cloud Contact Center Solution with great analytics and the reason why is the analytics portion is going to help your company make much better decisions and it’s going to also help you get buy-in from leadership much easier for changes that you want to make within the contact center.

So for instance, analytics, what it can do… one example is it can give you a snapshot of your entire customer experience, satisfaction rating. So if you, with a couple clicks, you can find out whether it’s chat or calls or social media. You can narrow it down. You can look at the whole thing as a whole, but you can find out what percentage of our customers are ecstatic about our service, what percentage are indifferent, what percentage are dissatisfied and then you can start measuring that over time with changes that you’re making.

You can also drill down within those things. So say for instance, you find out 13% of your calls are coming back with a negative rating, a negative, bad experience. You can dig down further through analytics and then find out if there are certain common words that are being brought up time and time and time again and then dig down further and find those calls and listen to those calls, when those words are being used and figure out, maybe it’s a website issue. Maybe it’s something else that’s not even involving one of your contact center agents. Maybe it’s something outside of their control and you can fix those things.

Then maybe you can look at the people that are calling in, your customers, and having great experiences and rating you really high. What are the common terms being used for them? How can you repeat that behavior and you can bring that information and those analytics to leadership and say, “Hey, we need to do this more often and here’s why. We need to offer credits more quickly, and here’s why. Here’s what the data shows.”

So they’re going to have much quicker buy-in for things you want to do and you’re going to be able to really improve that customer experience and if you can prove to your management team that you’ve improved your customer experience and show them the analytics on that, they’ll do whatever you want at that point.

So if you’re looking for a great reason to move off of your old call center software, move over to a new Cloud Contact Center Solution, look no further than analytics.

Which Cloud Contact Center Solutions have the best analytics? Well, that depends. So just reach out to me. I’ll help you give you some recommendations of a great handful of vendors you should be quoting and why based on your company’s call flow and other requirements. There are so many providers out there you can’t really pick them at random. It really needs to be based on your requirements and that’s what I do for a living.

I’ve been a broker for telecom companies, for businesses, for over 20 years and I’m happy to quickly get you in front of the right vendors right away. Don’t waste your life on Google, trying to figure this stuff out. You’ll never figure it out. You’ll end up with quoting the wrong companies.

Just call me instead. 714-593-0011 Shoot me an email. I will not charge your company a dime for giving you recommendation. So there’s no excuse. Reach out if you have any questions or if you’d like my help.

I hope that helps have a great day.