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IVR Featured Article

IVR Analytics: Anybody Can Understand and Profit from Analytics

March 11, 2011

Officials of Angel.com, recently admitted in a blog post, “there’s almost an expectation that with concepts like analytics, you either get it or you don’t.  The reality is that many of these concepts are not hard.”

After all, we all use analytics daily -- “Do I buy a loaf of bread or a Porsche on the way home?”

No doubt you’d agree that businesses that are run well are running on analytics: “Tracking and reporting on almost every aspect and function of a business, and not just when accounting says they need an accounting [of what’s going on], but rather every day and often in near real time.”

For good analytics, of course, you need metrics. In the bread or Porsche choice, you look at your checkbook and see you have $32.89. This is a key metric for your subsequent analytics.

“As we all know,” Angel’s company officials said, “there are enough metrics to keep us busy analyzing data 24/7.  With analytics, we’re able to move forward quickly and decisively – as long as you take the time to create the analytics correctly and use them to create models that are realistic.”

As they say, contact center analytics begin to get interesting as you dig into the data. You can learn so much about your customers from how they interact with your company: when they call, what they’re calling about, did they get what they wanted and are they satisfied after they call.

As TMC’s (News - Alert) Jaclyn Allard recently wrote, companies with top-performing voice applications (i.e., IVR or voice portal) typically have more satisfied customers, lower costs, and higher revenue per customer. These results are only achievable through rigorous tracking and analysis of key metrics within the IVR application. Business Intelligence (BI) analytics and reporting has become an invaluable strategy, which leading edge companies are using to examine voice interactions holistically; this includes the experience prior to reaching an agent and the experience of callers who self-serve. Analytics are key in gaining visibility into the caller experience, and in turn, predict both customer loyalty and total cost per call.

The current economic downturn and drive to reduce customer churn, requires organizations to out-think and out-execute the competition. Angel Caller First Analytics, a business intelligence (BI) analytics tool and an invaluable component of an enterprise's customer interaction strategy, allows organizations to examine the performance of its IVR applications end-to-end. Angel Caller First Analytics arms you with business-centric analysis of call data so you can make iterative changes in real-time which will enhance the caller experience. More simply, you will be able to proactively solve problems, promoting a positive experience.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Jaclyn Allard


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