Contact Center Transformation Featured Article
The Impact of Business Intelligence on the Contact Center Transformation
October 29, 2012
By Susan J. Campbell, TMCnet Contributing Editor
For years, companies have put a premium on quality customer care, investing extensively in contact center initiatives to support multichannel interactions. Those that enjoy efficient contact center operations realize that it is an essential part of the customer experience and without it, the business plan can run into major trouble.
When establishing a contact center transformation strategy, companies that have a grasp of the value of business intelligence, or information on which they can act, have a head start on the process. According to this West Interactive (News - Alert) blog, the optimal use of business intelligence ensures that every employee will have the information they need to make the right decisions that will help the organization to achieve its goals.
The contact center transformation relies on precise reporting that will offer the information that provides more visibility into business processes. Reports help to reaffirm what is already known. At the same time, reports also reveal information that is completely new, which can be acted on to bring more efficiency to the project.
Reporting is best dealt with when it comes from one source. It’s not uncommon for companies using reports from two or more sources to spend too much time comparing reports, which puts a strain on resources. The data one gleans in a report should be presented in such a way that it can be measured.
Real-time reporting is also a tool from which one can measure valuable information to gain valuable insight. The real-time method, however, can also tie up resources as employees can sometimes spend too much time watching data stack up and less time working toward a contact center transformation.
Reports are valuable, but they’re not everything. When employees become too distracted by reports, they lose touch of their goals. When approaching business reports in the contact center transformation process, it’s important that users know exactly what data is relevant. The data revealed in reports should be more than interesting; it should be important.
A general guideline is to avoid the interesting as much as possible and keep a closer eye on what is important. The important data will help one achieve a goal. When establishing goals, contact center leaders needs to be sure that they can be measured. Goals should be less art and more science. Measuring goals should be done frequently and consistently as it is a vital component of a contact center transformation.
The contact center transformation can be a result of taking on new technologies to get more value out of contact center. Without a thorough understanding of business intelligence, however, the latest and greatest technology will not be of any value.
Edited by Rich Steeves
Learn More About Our Contact Center
Featured White Papers
- Delivering Optimized Experiences To Today's Customers
- Beyond IVR: Leveraging Speech and Natural Language in Multichannel Communication
- IVR Virtualization: Transforming the Value of IVR
- Customer Care in a Mobile World: Customer Care in a Mobile World: Considerations for a Mobile Care Strategy whitepaper from Septembe...
Featured Case Studies
Featured Data Sheets
- Contact Center Transformation Solutions
- West Interactive's Contact Center Core
- West Social Engagement Solution
- West's Mobile Solutions
- West's Alerts and Notifications
- Hosted Contact Center
- Cloud-Based IVR
- On-Premise IVR
- Mobile Solutions
- Social Media Solutions
- Enterprise Feedback Management