Contact Center Customer Data Analysis – Driving Business to the Right Direction |
Posted: September 2, 2016 |
Marketing success begins and ends in the hands of consumers. This is why understanding your contact center customer base is of paramount importance in strategizing methodologies and approaches in order to best present the value proposition offered by your products and services. Strategic marketing methodologies are varied, but ones that enable measurable business growth should be in your company's arsenal. These are approaches that harness consumer data assets within structured analytics environments, thus allowing you to identify patterns based on the insights that the collected data generate. If you have ever experienced contact center’s customer loss and are not sure why consumers left you for your competitor, it is high time to put an effective contact center customer experience strategy in place. Companies who know how to manage and execute the appropriate contact center customer experience strategy reap significant rewards in the form of higher customer satisfaction, increased revenue, reduced churning, and overall business growth. Effective strategy formulation should be driven by unique contact center customer experiences because understanding customers is the most important factor when it comes to giving them what they want and providing experiences that they will remember. Unique and satisfactory customer experiences are the best means to achieve sustainable growth, especially in utility, insurance, and telecommunications industries. Creating differentiated and highly customized consumer experiences turns their dissatisfaction/indifference into delight, thus turning them into a strong army of vocal advocates, online and offline. All these translate to greater market share and revenue growth. How can your contact center business understand customers based on real data? Through proper analytics. Consumer data can be used to generate competitive advantages across different marketing dimensions like a single view of the customer, customer interaction analyses, customer preferences, segmentation and clustering, marketing personalization, profiling, and predictive analysis. All these can be achieved through interactions ad varying consumer touch points like contact or call centers, social media channels, websites, emails, forums and website chats, and other places that encourage consumer contact. These interactions result in first hand customer intelligence, which, through thorough analysis can be used to help in effective strategy formulation based on the real wants and needs of contact center customers. Contact Center Customer preferences, for instance, enable closed-loop marketing where continuous experience improvements can be realized. Data gathered through integrated consumer touch points support customer awareness, which in turn strengthens external messaging and provide touch-point specific improvements and efficiencies. Predictive analysis, on the other hand, helps build a stimulus-response type of understanding of client behavior, which is crucial to determining which actions you should initiate with them in order to elicit your desired outcomes. About The Company: VOZIQ is a Washington D.C. based technology company helping enterprise contact centers mine customer interactions to improve customer experience and contact center performance. Our managed analytics services offer benefits of synergy of cloud-based technology, proven solutions and a team of industry experts.
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