According to a recent Zendesk study, almost half of all UK managers feel they don’t have the right tools to measure the success of their remote times. More than half (54%) of the agents interviewed in the study agreed with this notion, saying they felt underprepared to work from home.
Unfortunately, companies may no longer have a choice when it comes to building their remote strategy. As we learned in 2020, a flexible workforce is more than just a great way to boost engagement. Allowing your team members to work from anywhere gives you a strategy for business continuity so that you can stay strong during any disaster.
Of course, to transform anywhere working into a long-term strategy, you also need the right analytics to track successful processes, improve employee outcomes, and support customer experience.
Analytics Improve Experiences for Agents and Clients
Without the right tools and guidance for remote employees, today’s businesses could risk a drop in customer satisfaction, and agent productivity. KPMG says that the relationship between customer experience and financial return is complex but delighting customers at every stage of the buying journey is essential.
A strong analytics strategy allows businesses to have a complete overview of their customer’s movements from the point they first interact with their team. You can combine insights from multiple interaction points, including your phone calls, online messaging, and emails, to get a deeper insight into your customer, and create more connected journeys.
For instance, with a good analytics strategy, CRM system, and contact centre, a company can track a customer’s journey as she interacts with different members of staff, ensuring that the context of the conversation is preserved with every message or call. At the same time, agents can use their analytics systems to build strategies for better customer experience, using historical data to discover trends.
Depending on the kind of analytics you’re using, you could even give remote teams the ability to measure the sentiment of a customer during a conversation or call. With managers using the same analytical systems at a distance, they can see when a conversation starts to go south and jump in with assistance.
Creating Better Experiences with Analytics
Remote work is a reality that all companies are gradually coming to terms with. During 2020, when many organisations were forced to “go digital” overnight, the speed of the transition meant that some companies didn’t put the right long-term strategies in place. However, now that we can see remote operations aren’t going anywhere, it’s time to start connecting the dots in the journey.
Teams need a reliable way to analyse both the customer journey, and employee performance in a world where brand and consumer interactions are changing. Analytics ensure that you can stay ahead of the digital curve, supporting customers with the interactions that work best for them. They’re also a reliable way for business leaders and supervisors to track employee performance at a distance.
Remote teams can deliver incredible results in the age of digital CX, but only with the right tools.
