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HOW NEXT-GENERATION CALL CENTERS TURN HIGHER CALL VOLUMES INTO BETTER SERVICE
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Today ’ s Next-Generation Call Center
While it might seem hard to fathom , today ’ s nextgeneration call centers are actually becoming more effective as their call volume goes up .
They are accomplishing this even with increased labor costs , constant agent churn , higher customer expectations , and a pressing focus on reduced wait times and problem resolution times .
The ability to be more effective , even as call volumes rise , is possible because more customer interaction data supports important data modeling capabilities that thrive in a Big Data scenario . Data modeling allows business leaders to uncover insights that can help deliver a better customer experience . This is a key realization for call center executives , because traditionally the opposite has been true .
Now , however , new machine learning algorithms are available to analyze customer interaction data and provide real-time information that can improve business processes .
As a result , there has been an uptick in the emergence of next-generation call centers that are using this technology .
Next-Generation Call Centers Powered by Machine Learning
How Can Call Center Executives Put Customer Interaction Data to Work ?
• Understand how customers feel – Find out what percentage of calls started with negative sentiments and ended with positive sentiments or vice versa .
• Uncover hot spots – Uncover the most common topics associated with negative sentiments .
• Discover patterns – Learn whether most negativesentiment-related calls happen over weekends .
• Reveal relationships – Find out what callers who expressed negative sentiments have in common . p
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