Unlocking The Contact Center’s Hidden Asset:
How Multichannel Analytics Can Translate the Voice of the Customer into Business Intelligence
Think talk is cheap? Not in the modern contact center where multichannel analytics solutions are unlocking a wealth of wisdom hiding in plain sight: the voice of the customer!
A business information revolution is underway. Thanks to sophisticated new analytics programs, vast stores of previously ignored customer data are being transformed into business intelligence gold. Business decision-makers are reaping exponential rewards, from operational efficiencies and product development to customer interactions and management processes. At the center of this revolution—the spring from which this rich data flows—is the modern organizational contact center.
There’s just one problem. The vast majority of contact centers ignore the ocean of unstructured data they collect. Most organizations only analyze 12 percent of their total customer data (Forrester), with other estimates putting the number closer to a mere one percent.
Why the disparity?
In the past, analyzing customer data was difficult, if not impossible, to convert to useful information. This was especially true with voice data. Customer calls that, by their very nature, are unstructured and complex: full of meaning, but also extremely varied in syntax and structure.
Times have changed. Today’s analytics programs—for speech, text and desktop—now provide cost- and time-effective methods for analyzing data. Instead of employing overwhelmed contact center managers to manually slog through a tiny portion of available data, analytics programs quickly and efficiently filter enormous amounts of organic data to determine what is useful.
In fact, analytics programs, such as Calabrio Analytics, can convert 100 percent of a contact center’s data into useful information that can be easily analyzed and used for better decision-making enterprise wide. Best of all, these programs are intuitive and easy to use. Executives and managers in all areas of the company can reap the rewards: from the contact center all the way to the executive suite.
Knowledge is Power: Applying Multichannel Analytics to Boost Contact Center Performance
Contact centers benefit tremendously from sophisticated analytics software. Compliance and quality management improve with the addition of Workforce Optimization tools, such as the integrated suite from Calabrio, which Gartner positioned as a “Visionary” in its Magic Quadrant assessment of similar tools on the market today.
Monitoring call compliance is easy with pre-defined searches, enabling compliance managers to reduce risk thanks to automated precise findings. Multi-channel analytics solutions also allow managers to swiftly identify the most relevant conversations and agent actions for evaluation. In addition, analytics solutions improve the customer experience through agent and operation optimization, as well as reduce call escalations and increase first contact resolutions.
Beyond the contact center, voice analytics yield business intelligence for the entire organization to help executives recognize and act on industry trends—before competitors. Not only can analytics provide marketing campaign and messaging validation, it can support customer retention by detecting early signs of defections.
Making Multichannel Analytics Accessible
For all of these benefits to be realized, in the contact center and enterprise wide, data analysis from multiple channels must be accessible. In other words, analysis must support problem solving by being easy to obtain, set up, understand and share.
If that sounds like a lot to expect from a single workforce optimization and analytics solution, consider Calabrio. One of the fastest-growing analytics providers, Calabrio designs its integrated suite to deliver all of these benefits and more. Calabrio ONE provides direct value to front line agents, supervisors, specialists, customer experience executives and other key stakeholders, including sales, marketing, human resources, legal/compliance and operations.
With an intuitive personalized dashboard, Calabrio Analytics, part of the Calabrio ONE Workforce Optimization Suite, highlights priorities, pinpoints problems and uncovers opportunities. Powered by a series of clear, intuitive, analytics-enabled widgets, the solution enables everyone with a stake in the company to clearly see what’s critical. Flexible, user-oriented reporting allows users to easily customize the form in which information is presented. A unique web-based architecture allows contact centers to easily integrate new applications and features as business needs evolve.
Don’t be left in the dark. Use multichannel analytics to shine a light on the voice of your customer and accelerate your organization ahead. 
About The Calabrio Innovation Center
Innovation requires a commitment to continuous improvements. Resources like the Calabrio Innovation Center provide customer service organizations with keen insights derived from thousands of customer service organizations, practical technology knowledge, and expert resources to help you bring innovation to your contact center. Calabrio can help you make vision and innovation the driving force that takes your business to the next level and gives you the competitive edge. That’s the standard we hold ourselves to each and every day, and the commitment we bring to each customer engagement. We’re inspired by results driven by that standard every day, working with innovative organizations just like yours.
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