| |MARCH 20199customers are and take proactive measures to retain them. A customer call can be automatically routed to our expert agents with high skills and empower-ment on the basis to churn scores. With their skills in empowerment, empathy, resolution abilities and communication skills agents stand a better chance in offering satisfactory solutions to the customers. A lot of analytic programmers merely transcribe the dialogue from a collections call and put it in a text format so that the team can review it later. The pro-cess of manually reviewing call text is slow and inef-ficient and the analysis of past data can also help in capacity planning.Call Centre Text Analytics With the explosion of Social Media today, a para-digm shift that has taken place in the field of Text Analytics. As an organization we are no longer com-municating with our customers through written doc-uments, Emails, Facebook, Twitter, secure messag-ing, play store or any other text centered media. Text Analytics must review and monitor the sentiments of all messages not only those sent or received from the customers but also those posted on the Social Media. This is vital in viewing all the potential prob-lems from the customer's lens and at the same time provides an opportunity to the company to acquire new customers.Web Breakage AnalyticsThis Analytics address the reasons for customer calls pre/post web visit/mobile app through web interaction optimization analytics. A quick turn around on problem resolutions can significantly reduce customer's queries and reduce the load on the Contact Center.Self Service Analytics with the use of ChatBotOrganizations nowadays are finding ways to in-centivize self-service channels and by using Chat-BOT, machine-based response and with FAQ's reducing the volume of incoming calls organiza-tions are reducing human dependency and op-portunities for errors. However, organizations must ensure that their Self Service Analytics software is regularly updated. It's like training a machine.One can also look at Interactive Voice Response (IVR) and with its embedded analytical capabilities this tool provides a holistic picture of the custom-er's experience and provides a platform to identify sub-optimal interaction points.Overall, Contact Center represents the face of the organization where the interactions with customers are less virtual and require a special attention from the management. CONTACT CENTER REPRESENTS THE FACE OF THE ORGANIZATION WHERE THE INTERACTIONS WITH CUSTOMERS ARE LESS VIRTUAL AND REQUIRE A SPECIAL ATTENTION FROM THE MANAGEMENT
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