What is Business Intelligence?
Business Intelligence is a general term for a variety of tools that improve decision-making for companies and their management teams.
Business intelligence (BI) involves a combination of business analytics, sophisticated data processing, data visualization, data tools, and infrastructure, using the best practices to facilitation organizational decision making.
A sound BI system will allow you to view your organization’s data in a timely and comprehensive manner.
A BI platform helps you identify inefficient practices, and changes in market supply or demand quickly and easily.
You must be able to use the data to make the necessary changes to your organizational structure or practices.
At the heart of any successful customer experience is an efficient and well-trained call center agent, which answers incoming calls timely, route them to the appropriate department or person, and otherwise enable an effective and quick solution to clients and customers’ calls.
According to a report, 97 percent of consumers globally say customer service experience influence their buying decisions and brand loyalty.
The job is more than just answering calls; it involves establishing customer relationships based on satisfaction and value.
Setting metrics allows a call center to know it is delivering high-quality service consistently.
The right key performance indicators (KPIs) or metrics helps a business to measure specific capacities effectively.
Contact center systems provide tremendous amounts of data about the agent’s performance, the call’s flow, and the caller’s experience.
However, it’s often difficult to sift the mountains of data into just the key metrics that we need.
So contact centers managers need insights instead of just swimming in that sea of data elements.
With access to a wide range of digital touchpoints for conducting research, connecting with peers, and making important buying decisions…
consumers are more empowered than ever before.
It is now left to organizations to provide a level of service that is outstanding across the board.
Updated May 2020.
Setting up a call center is not always straightforward.
There is a vast selection of call center reporting software, including hosted or cloud call center solutions and premises-based solutions, and you will need to do a little research to determine the best solution for your needs.
The different types of systems each have certain advantages and disadvantages. Each caters to different sizes of organization and call center needs.
Before we get to the crucial questions, we need to talk a bit about the differences between cloud call center solutions or other types of hosted solutions and premises-based solutions.
Updated January 2020.
Keeping a standard for your call center is never too easy.
You need to manage things properly to maintain them because managing a call center is crucial to reach out to your targeted audience.
If you are running a call center, you need to keep check of every single detail.
It can be about your services, agents’ performance – and most importantly, your clients.
Now the question is how you do that? Well, it’s not that easy to manage, but you can make it possible.
Get yourself the proper tools and manage your call center accordingly. Running a call center without proper planning is insane.
Call centers are a unique type of industry with specific challenges and needs.
High caller volumes require a full complement of agents, but when are the high demand periods?
Difficult customers and occasionally abusive callers can create a great deal of stress.
The isolation of a cubby-hole workspace can leave agents feeling alone and alienated.
Strong leadership from top management to team leaders play a crucial role in the success of your call center operation.
Leaders need comprehensive and accurate reports that draw on information from multiple data sources.
Accurate, timely information can empower your call center’s management and team leaders to make sound decisions.
With leadership playing such a central role in the efficiency, productivity, and overall success in gaining customer satisfaction and consumer loyalty, it seems that elevating and enhancing your call center’s leadership at all levels is paramount.
Since businesses have shifted their focus from revenue generation to customer satisfaction, companies are more inclined to adopting customer centric business strategy to achieve long term profitability and growth.
The concept of customer centricity views company from the perspective of the customers thus, allowing firms to understand their customers’ needs and expectations more conveniently to deliver a better experience.
Enhancing productivity and efficiency of call center agents may seem an overwhelming task.
However, by making a few changes in your system, workflows, and work practices, you may create a huge impact on how your contact center staff develops more and more satisfied customers.
Updated June 2020.
Due to the rapid growth of technology and the increasing use of holistic approaches in businesses, the competition in the customer support industry has increased substantially.
Not only have the developments changed the entire landscape of the industry, but they have also transformed business philosophy from a focus on productivity to customer-centricity.
The customer-centric business needs a thorough understanding of each customer individually to execute strategy and deliver more excellent results, creating higher value.
According to Gilles Beaulac, “Customer-Centric Contact Centers learn that one of the critical prerequisites is to create the most positive employee experience.”
Also, the contact center needs drastic changes in the system, capabilities, processes, attitudes, and the overall corporate culture.
Today, businesses are more concerned about their expenses and tend to be more interested in knowing how much return they may get on an investment within a certain time period.
As a project manager, you need to demonstrate your business intelligence system’s capability to produce positive cash flows in a certain time span to get the go-ahead from top management.
From both operational and strategic perspective, business intelligence is an investment that can offer a promising return on investment (ROI).
A cloud based business intelligence system with reasonable initial costs, an affordable monthly fee, and operational benefits can offer a competitive option to affect ROI substantially.
If you are a contact center manager and considering getting a business intelligence system for your firm, here are few reasons why you should get it ASAP.