| | November 20178CIOReviewCONTACT CENTERS REDUCING HUMAN DEPENDENCY AND ERRORSBy Sammeer Saurabbh, CTO, HDFC Securities IN MY OPINONustomer Services were and are always an essential part of any organization and with the fast progressing technology and with the advent of social media keeping a customer satisfied is increasingly gaining a lot of importance. One can use Face-book, Twitter or Whatsapp for various reasons to praise a company's services or tar its reputations.In this current economic scenario, the main objec-tive of any organization is to reduce the cost of its op-erations while maintaining its customer's satisfaction. Every organization needs a contact center analytics solu-tion to help them achieve high-performance standards and to enhance its customer's satisfaction at significantly lower costs.In essence, analytics at call centers gives us the power to process large quantities of data and can be used to ex-tract valuable insights which in turn help the agent, team or a BOT achieve their basic objectives. This new tech-nology even enables to convert unstructured data (voice, chats, emails etc) into a structured digital form which can be a part of the valuable data embodying customer interactions at our call centers.Some major analytics for contact center are:Call Centre Speech AnalyticsSpeech Analytics is a fairly new and a rare field and this system automatically analyses interactions of certain language patterns to categorize or tag contacts as con-taining such certain characteristics viz. stress, tempo, agitation, silence etc. and this can help the organization in unearthing inefficiencies in their model and improve processes. All this data helps in providing direct feed-back to management, supervisors and its agents through notifications and reports.Predictive Analytics Automated data of structured and unstructured data can provide us with insights into customer behavior. Us-ing this we can discover who our dissatisfied custom-ers are and take proactive measures to retain them. A CSammeer Saurabbh
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