While many companies today are suffering from “data overload,” a side effect of the concept of the “big data,” perhaps no organization is struggling more than the average contact centers. Contact centers collect information: with every multimedia interaction with a customer, the contact center gains more and more data that, used properly, could yield valuable insight into the customer experience.
Easier said than done.
Contact centers struggling to make sense of the vast amount of information they gather have turned to analytics solutions to help them take disordered data and turn it into actionable intelligence. It’s not simply customer information that call centers have a need to make sense of: it’s also internal information that can yield clues to the right staffing levels, the right skills and cyclical call volume, allowing contact centers to meet call and other media volume with the correct amount of staff.
After all, it doesn’t matter how great your customer experience program is; if there aren’t enough agents to implement it, it’s worth little. If customers have to wait 15 minutes to speak with an agent, they’re not going to be impressed with your company’s services or your excellent agent training program.
Many of today’s call center platforms include analytics modules that can help them predict all critical call center planning metrics such as call volume, handle time, attrition rate, wage rate and first call resolution, from two weeks to even years ahead.
Companies use these solutions to ensure that the call center is always prepared to deal with spikes in volume.
While call centers in North America have enjoyed multiple options for analytics engines that attend to forecasting accuracy, the pickings have not been quite so broad in Australasia, which is a growth area for contact centers. The good news for contact centers in Australia is that they’ll soon have access to Bay Bridge’s (News - Alert) CenterBridge solution, thanks to the company’s recent acquisition by Indianapolis-based unified communications company Interactive Intelligence.
Australian contact center organizations will soon have access to Bay Bridge’s Decision Support, which uses a complex mathematical technique known as discrete event simulation to model many aspects of call center load, helping organizations better use their call center resources.
Kosiba called Bay Bridge’s product “unique” in the contact center industry.
“All the contact center packages have some sort of staff planning, but none do the kind of predictive analytics we do. Most people to workforce management on spreadsheets – we have turned it into a science,” he said.
Kosiba noted that the solution received a positive reception in Australia. Interactive Intelligence acquired Bay Bridge in August of this year.
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