| |November 20179CIOReviewContact Center represents the face of the organization where the interactions with customers are less virtual and require a special attention from the management customer call can be automatically routed to our expert agents with high skills and empowerment on the basis to churn scores. With their skills in empowerment, empa-thy, resolution abilities and communication skills agents stand a better chance in offering satisfactory solutions to the customers. A lot of analytic programmers merely transcribe the dialogue from a collections call and put it in a text format so that the team can review it later. The process of manually reviewing call text is slow and inefficient and the analysis of past data can also help in capacity planning.Call Centre Text Analytics With the explosion of Social Media today, a paradigm shift that has taken place in the field of Text Analyt-ics. As an organization we are no longer communicating with our customers through written documents, Emails, Facebook, Twitter, secure messaging, play store or any other text centered media. Text Analytics must review and monitor the sentiments of all messages not only those sent or received from the customers but also those posted on the Social Media. This is vital in viewing all the potential problems from the customer's lens and at the same time provides an opportunity to the company to acquire new customers.Web Breakage AnalyticsThis Analytics address the reasons for customer calls pre/post web visit/mobile app through web interaction optimization analytics. A quick turn around on problem resolutions can significantly reduce customer's queries and reduce the load on the Contact Center.Self Service Analytics with the use of ChatBotOrganizations nowadays are finding ways to incentivize self-service channels and by using ChatBOT, machine-based response and with FAQ's reducing the volume of incoming calls organizations are reducing human dependency and opportunities for errors. However, organizations must ensure that their Self Service Ana-lytics software is regularly updated. It's like training a machine.One can also look at Interactive Voice Response (IVR) and with its embedded analytical capabilities this tool provides a holistic picture of the customer's expe-rience and provides a platform to identify sub-optimal interaction points.Overall, Contact Center represents the face of the organization where the interactions with customers are less virtual and require a special attention from the management.
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