BUSINESS INTELLIGENCE
BY ROMAN DAVYDOV, ITRANSITION
ILLUSTRATION PROVIDED BY ADOBE STOCK
ELEVATING CONTACT CENTER PERFORMANCE EXAMPLES OF HOW BI CAN GIVE THE LIFT.
48 CONTACT CENTER PIPELINE
Modern contact centers generate vast volumes of data: from customer interaction histories and agent performance metrics to detailed system event logs.
By analyzing this information, contact center supervisors can assess the efficiency of operations within their departments, revealing where room for improvement lies. They can eventually define the proper measures to enhance the performance of contact centers.
Business intelligence( BI) technology serves as the enabler of these improvements by transforming raw data into actionable insights that can elevate overall contact center performance.
BI technologies can automatically collect relevant data from your multiple contact center systems and cleanse, standardize, and enrich the collected data to ensure it is suitable for analysis. BI also includes conversational intelligence drawn from customer and agent interactions.
Equally important, the business intelligence architecture incorporates software capable of transforming data into an intuitive, visual format, enabling users to explore insights interactively and with greater efficiency.
Here’ s how BI technology can help you drive contact center performance and productivity, with some success stories.
STREAMLINING AGENT TRAINING AND UPSKILLING
Overall contact center efficiency largely depends on agents ' performance, which is why continuous development of their skills and competencies is critical. Yet in large-scale environments, with hundreds or thousands of employees, identifying individual skill gaps and developing tailored upskilling programs remains a significant challenge.
BI TECHNOL‐ OGIES CAN... CLEANSE, STANDARDIZE, AND ENRICH THE COLLECTED DATA...