Business intelligence tools and techniques are by no means foreign assets to modern organizations, but when it comes to the call center, far too many companies overlook the power to optimize and improve the status quo.
To help decision-makers understand just how impactful BI systems can be when applied in this customer service scenario – and how they can make the most of these solutions once implemented – here’s a closer look at the value of business intelligence tools in the call center.
More data, more opportunities
While it may not be obvious at first glance, the modern call center generates a huge wealth of data every minute. Every detail imaginable can now be stored in databases and processed in advanced analytics programs, revealing hidden trends and patterns within the operations.
“Reveal hidden trends and patterns within the call center.”
Rather than letting data collect dust, managers must use these resources to strengthen quality assurance, workforce management and other areas.
According to research from the International Customer Management Institute, however, only 48 percent of call centers take full advantage of these data points to identify opportunities for improvement. This is where business intelligence solutions can make a significant impact on the speed and accuracy with which decision-makers can generate and leverage these valuable bits of information.
Strengthen other lines of business
Call center leaders can understand the basics of business intelligence in their own operations, but one frequently overlooked value of BI tools’ is the ability to provide insights to other departments within the organization.
The best solutions are capable of processing detailed reports that offer strategic direction to leaders in research and development, sales, marketing and even executives in the C level. This also goes for other customer service channels, which are growing in prevalence and variety as the digital age barrels forth.