Companies are increasingly turning to call center analytics (aka customer service analytics, contact center analytics) to help generate business insights from the rapidly growing mountains of data they are collecting in their call centers.
It is a very frustrating and anxious situation for call center leaders when they try to be proactive and increase the competitive value of their contact center with a limited set of consolidated tools and analytic skill sets.
If you are a call center leader trying to gain a competitive advantage, and do more with less, strong call center analytics practices (not mere reporting) have become a requirement. We know you are crushed by trying to collect data from many different (growing) touchpoints — whether it’s from the Web, chat, phone, social media, IVR, Quality Monitoring — but are you also overwhelmed with trying finding the relationships in these data sets? For many, this limitation is innocently causing them to misplace their focus and attention. Is this something you worry about? Taking a data-driven approach in business has become about growth and survival. You can not longer rely on Excel spreadsheets to run your call center, it’s a formula for waste and mistakes. So if you have already begun or don’t know where to begin, look below to see which solution from CRM is right for you.
Is this you?
- I already have call center performance management software
- I do have personnel for my call center operations analytics program
- Call Center Analytics
- Customer Service Analytics
- Customer Experience Analytics
- I am struggling to find/improve my ROI
- I need more actionable insights
Then the Call Center Operations Analytics Assessment is what you are looking for. With an Operations Analytics Assessment, in six weeks or less you will receive specific recommendations and actions to take to get what you need out of your call center operational analytics and performance management software investment. With the Operations Analytics Assessment you are provided with special access into a time-tested system used by the multiple-award winning applied call center business intelligence research team at CRM.
The Assessment’s 4D Methodology is guaranteed to deliver the information you need to experience rapid increases in your call center operations analytics insight productivity. If you are struggling with ROI, repair your investment with practices that have been refined for more than 20 years by contacting us now.
Is this you?
- I have no operations call center analytics software
- I have no skilled call center analytics personnel
- I have limited IT resources
- I need rapid returns on my investments
- I need minimal risk of failure in my projects
Then an on-demand Ops BI™ (Call Center) Business Intelligence program is what you are looking for to overcome the barriers to adoption. With the Ops BI™ program from CRM you can be up and running with an Call Center Operations Analytics program in 60 days or less. (CRM typically works with small to medium call centers with 50-500 agents)
The performance management software used to present the data for your Call Center Ops BI™ program is a SaaS-based system that requires no capital expenditure or IT training and support from you. This analytics software does not require special licensed connectors to receive your source data. This is especially beneficial for controlling solution costs.
The Ops BI™ program framework is a lightweight service solution with heavyweight results. How? Because the start-up and total cost of ownership are minimal. You are provided skilled personnel and no capital expenditures are required for software or human capital. You will not be required to add or train IT support resources. If you’re ready for rapid returns, contact us today.
Choose from 3 Different Service Models
The OpsBI™ program is delivered in 3 primary support models giving you the control of investment and manageability.
- Full Access - CRM functions as your Call Center Business Intelligence team and proactively conducts data mining exercises to generate new business insights on a full-time basis with weekly meetings.
- Monthly Support - Each month receive briefings on analysis conducted with your data collected throughout the month and trends over time.
- Quarterly Reviews-Provides an analysis and interpretation of data collected over the period, each quarter.
By consulting with CRM today a program can be constructed based on your needs and requirements.
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