Johannesburg, 07 Feb 2020
The contact centre of the future provides data intelligence to make informed business decisions. Streamlining processes and boosting productivity undoubtedly increases profitability for any organisation. Great value is seen where agents are able to anticipate customer demands through accurate analysis of their behaviours, and this, in turn, increases the completion ratio and agent productivity by 80%.
BI will not only solve incidents, but also analyse them in detail, linking them to a broader strategy and even to predict user needs. Identifying potential problems and solving them quickly is key to service excellence. BI puts you in the client’s position, allowing you to identify the problems that matter most to them.
In addition, it is a reality that there are advanced technologies and tools like the one of Enghouse Interactive that allow contact centres to manage large volumes of data derived from the interaction with customers. This type of solution allows contact centres to convert data into information of high commercial and operational value.
As we know, contact centres generate and store a large amount of data, also making it difficult to extract valuable information that can make a difference to both the customer relationship and the operation.
However, it is not enough just to implement a powerful tool. Also to have experts in the contact centre sector, to be able to configure it in the most effective way.
If you want to know more about the advantages of using the Enghouse BI tool within our All-In-One solution,click here.
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