Are you capturing and analyzing all the data coming into your contact center? If not, you are missing an opportunity to identify and understand changes in your customers’ and consumers’ behavior. That’s one reason why data capture and reporting are so important.
Your contact center data can be an early warning system if there is a problem that needs to be addressed or identify any opportunities to cross sell/upsell products or services.
Your CRM and phone system should pair seamlessly to ensure that all information provided is captured and documented in segments or filters that enable management to pull the data in a variety of ways. You can then overlay an interactive reporting software to further enhance the reporting analytics for your CRM and create “WHAT IF?” scenarios. It also allows you to generate graphs and data graphics for your contact center clients that are both visually powerful and informative.
Good record keeping offers several advantages. A customer that is contacting you again with additional details or supporting documents from a previous engagement does not have to start from scratch and repeat themselves, even if they connect with a different agent. The previous file is quickly accessed, and additional information is added to the existing file to ensure that the loop is closed and all steps leading to resolution are well documented.
Management can use this data to measure trends, forecast, offer customer and consumer promotions that are well targeted, and address situations before they go viral.
Storing and mining your data properly can be a powerful value add to your Contact Center operations.
ABOUT IDEA FACTOR
Idea Factor provides a full suite of marketing services including B2B lead generation (gathering qualified sales leads), surveys, data mapping, event tele-boosting, trade show follow up, in-bound and out-bound omni-channel call center services, data cleansing, list cleaning, customer retention and loyalty programs.
Our commitment to excellence in customer service has awarded us repeat business for more than 25 years, from both our global and community clients. To find out more go to http://www.idea-factor.com or look at our Services here.