Information, as the saying goes, is king; knowledge is power.
It’s hard to argue otherwise although, in today’s always-on world, there may be an important caveat.
That’s because there is another popular saying: timing is everything – which means the point at which information is shared can significantly affect its value.
Confused? Think of it this way: an enterprise learning something about the way it functioned last week is useful but, to coin yet another saying, the horse has since bolted.
The same enterprise learning something today upon which it can act today is surely in an infinitely better place.
Data analysis has, for some time, provided enterprises with 20/20 hindsight.
Thanks to clever Communication Platform-as-a-Service (CPaaS) functionality, call volumes, duration, and even caller sentiment has retrospectively informed workflow redesign, resource allocation and strategic road-mapping.
However, via the smartest platforms, that same analysis (and much, much more besides) can now be conducted in real-time.
For enterprises and their Managed Service Providers alike, it is an opportunity to turn the data of today into the high-value efficiencies of tomorrow.
“Communication data is not static; it's good to know how it looked last year or last month or even yesterday – but today is always a new day,” says Johan Wendelstam, Managing Director of Analytics at leading European UCaaS provider Dstny, whose powerful platform shares the here-and-now in multiple forms.“How enterprise customers and employees are communicating in real-time every day can help them quickly change the way they work and, ultimately, improve the experience for everyone.”
Not that everyone needs to know everything, of course.
Often, the power of data is in its targeted distribution.
“It would be great if we had just one single value that describes the efficiency of everything, but of course that is not the reality,” says Wendelstam.
“So, enterprises must think carefully about what information should be made available to who. Not just as in technically accessible, but available from a point of view of understandability.
“For example, a manager may want to have a general view of things from the top down, but that manager’s manager may want a more granular understanding. Similarly, an individual agent may benefit just from seeing in real-time how many calls are queued and what they should do in that moment to support the rest of their team.
