In today’s digital workspace, data is king.
No matter the vertical sector, it has the power to help enterprise change the game.
But collecting and collating is no longer enough.
Add analysis to the mix and an organisation is well-placed to make the informed decisions that can really shift the dial.
Nowhere is that more pertinent than in a call centre environment.
From call volumes to call duration, and from agent productivity to resource planning; real-time data analytics can provide the soundest of footings on which to make the smartest of decisions.
And, for channel resellers and Managed Service Providers, that means opportunity abounds.
“Businesses are under constant pressure to improve their levels of customer service and the call centre is where that all starts and ends,” says Jennifer Howden, European Marketing Manager of cloud-based computing and communications vendor Evolve IP, whose customisable, white-labelled data analytics solution by Akixi is the perfect case in point.
“Having the right data enables businesses to make intelligent operational and strategic decisions that drive everything from customer satisfaction scores to bottom line productivity.
“For channel resellers, having a proven and affordable data analytics solution to offer either an existing customer or a prospect is a real differentiator.”
Evolve’s easy-to-use, plug ‘n play solution confronts two major challenges: tackling inefficiency and improving visibility.
It collects over 400 statistics or ‘data sets’ across 20 different types of report; from the basic logging of historic calls, messages and webchat exchanges to the provision of comprehensive analysis such as call/message length, call/message quality and content, and individual agent practice.
It brings the resulting information to life via customisable and easy-to-assimilate ’wallboards’ comprising charts, dials and alarms; accessible to users anywhere and at any time via any device.
Abandoned call data enables visibility of missed opportunities; call/contact details by day/time enables the efficient planning of peak-time resourcing; and in-app functionality also enables the control of agent status.
“It provides supervisors with highly-visual wallboards that support real-time day-to-day operations but it also presents wallboards to individual agents which serve as motivational tools that, in turn, promote improved customer service and increased productivity,” says Howden.
“Call centre environments are hugely dynamic and data analytics deployments are extremely commonplace. Agents working in those settings now expect there to be a high level of performance assessment and support provided via such a solution”
“Its functionality and effectiveness is therefore crucial in terms of all-important user experience.
“Our solution is extremely easy to deploy and provides an impressively-wide range of analysis that is simple to understand.
“We believe that makes it highly-marketable for our channel reseller partners for whom the opportunities are everywhere.”
There is added value too.
Smart resellers flagging such intelligence-driven data analytics solutions send a potent message to end user customers that they are always thinking about how to help them maximise any potential for improved efficiencies.
Alternatively, as part of a pitch to a new prospect, it can demonstrate an understanding of the power of call centre data and simultaneously signal a desire to help an organisation leverage it.
“We are always keen to support reseller partners, both pre-sales and after-sales,” says Howden.
“We have a very technically-experienced pre-sales team and we always look to build long-lasting relationships with partners.
“We know that we succeed when they succeed…and we know we have a great product capable of helping them AND their customers grow”
- To learn more about partnering with Evolve IP, visit www.evolveip.net
