The data-driven landscape is an environment in constant motion.
Every day, we create around 2.5 quintillion bytes of data, and that number just keeps growing.
That’s because information is the most valuable thing that any business can access. Whether it’s data about your customers and what they need from you, or insights into your agents and what makes them more productive, data is how we make better business decisions.
In the communication and collaboration landscape, embracing tools that allow us to curate, analyse, and understand the endless data that we produce every day can promote amazing results. Not only will this information make your team members progressively happier and more productive, but it could help to set you apart from your competition as a leader in customer satisfaction.
In an era where knowledge is definitely power, here’s how data is impacting the communication landscape via analytics.
Automating Analytics and Optimising Communication
Just as market research is the foundation of most marketing strategies, conversational research is the key to better communication. According to IDG’s report for the State of the CIO in 2020, 37% of IT leaders believe that data and business analytics will drive the biggest investment for their companies going forward.
Although manually collecting and evaluating the vast amounts of information captured through calls, conversations, and text messages every day would be impossible, we now have new assistants to help us. Artificial intelligence tools can be designed to gather information according to strict rules. This means that businesses can collect useful insights about their audience and their teams, without neglecting the rules on data privacy implemented by guidelines like GDPR.
Automated analytics strategies allow businesses to consistently collect information about things like call handling time, customer satisfaction, and even employee productivity, without having to deal with complicated back-end information. Everything from CRM technology to contact centre tools and workforce optimization services can churn out useful insights at the touch of a button.
It's this automated and accessible analytical environment that makes it much easier for businesses to streamline their strategy for better employee and user experience.
Using Analytics to Support Teams and Customers
One of the most obvious and popular ways to access analytics is to use the information that your business collects to learn essential things about your audience. Experience is the key to building a reputable company today, and business leaders can optimize their CX with analytics, by evaluating everything from customer sentiment, to how long it takes for a call to be processed.
With analytical tools built into the contact centre, it’s easier to evaluate the potential roadblocks and issues that might be preventing you from delivering the most meaningful moments to customers. For instance, business leaders can embed analytics into the contact centre to: