contact centerBusiness intelligence, analytics and big data have been buzzwords in the IT industry for a while now, and the old saying that “you cannot manage what you cannot measure” will hold true for many years to come.

For most contact center managers however, this is old news.

The contact center as been a source of vast amounts of data for decades, and being a former call center agent myself, I can testify that every move made by an agent is somehow measured or analyzed, and someone is alerted to something.

However, having a good understanding of the different types of reporting and analytics out there helps even the most savvy contact center manager get ahead.  When you apply the right tools and best practices to optimize specific parts of your operation,  you can identify individual pieces of the customer journey that are getting in the way of delivering consistent cross-channel customer experiences.

Here are three types of analytics every contact center manager should have at their disposal:

Historical Performance Analytics: Understanding intra-day trends, seasonal patterns and agent/team performance gives great insight, allowing for strategic and operational workforce planning and budgeting. And you can keep track of overall SLA achievement.

Predictive Analytics: Creating a forecast that depicts what the future workload is going to be is a mission critical tool in the contact center managers’ arsenal. It helps to create FTE requirements and makes sure the workforce schedule is designed to avoid over- and under-staffing, while respecting labor rules at the same time.

Contextual Analytics: Just looking at numbers alone is not enough to continuously improve efficiency, quality, compliance and sales conversation ratios. Speech and text analytics allow you to understand what customers and agents are saying. It also provides great insight into potential product and business improvement opportunities, helping you learn what agent skills and behaviors impact key performance indicators.

To tie it all together and make ‘in flight’ adjustments to performance, a real-time view of key performance indicators, such as service level, average handle time, transfer and abandoned rates, are vital. Without these, running your contact center is like driving a car while looking in the rear-view mirror only!

To learn more about how analytics can deliver business results, watch this Genesys in Action webinar on Revolutionizing Contact Center Quality Management
with Speech Analytics

Follow me on twitter: @stefancaptijn

Stefan Captijn

Stefan Captijn

Stefan is Senior Director Strategic Marketing at Genesys. Stefan joined Genesys in April 2000, lives in the Amsterdam area with his wife and two children. In his free time, Stefan enjoys building loudspeakers, cycling and running.