| |MARCH 20198CONTACT CENTERS REDUCING HUMAN DEPENDENCY AND ERRORSBy Sammeer Saurabbh, CTO, HDFC Securitiesustomer Services were and are always an essential part of any organization and with the fast progressing tech-nology and with the advent of social media keeping a customer satisfied is increasingly gaining a lot of impor-tance. One can use Facebook, Twitter or Whatsapp for various reasons to praise a company's services or tar its reputations.In this current economic scenario, the main objective of any organization is to reduce the cost of its operations while maintaining its cus-tomer's satisfaction. Every organization needs a contact center analytics solution to help them achieve high-performance standards and to en-hance its customer's satisfaction at significantly lower costs.In essence, analytics at call centers gives us the power to process large quantities of data and can be used to extract valuable insights which in turn help the agent, team or a BOT achieve their basic objec-tives. This new technology even enables to convert unstructured data (voice, chats, emails etc) into a structured digital form which can be a part of the valuable data embodying customer interactions at our call centers.Some major analytics for contact center are:Call Centre Speech AnalyticsSpeech Analytics is a fairly new and a rare field and this system automatically analyses interactions of certain language patterns to categorize or tag con-tacts as containing such certain characteristics viz. stress, tempo, agitation, silence etc. and this can help the organization in unearthing inefficiencies in their model and improve processes. All this data helps in providing direct feedback to management, supervisors and its agents through notifications and reports.Predictive Analytics Automated data of structured and unstructured data can provide us with insights into customer behav-ior. Using this we can discover who our dissatisfied Sammeer SaurabbhCexpert opinion
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