This post is part of a series on Big Data:
As internet use increases each year, the volume of data created every year also significantly increases. The rate of data creation has actually increased so much that 90% of data in the world today was created in the last two years alone.
Contact centres are among the companies at the front line of the big data phenomenon, and so they must develop methods to manage the data volumes they are inundated with every day, whilst maintaining high standards of customer service. To be truly successful, call centres in the modern age must figure out how to not only manage big data, but to analyse it and gain useful business insights. Using call recording and voice analytics solutions, call centres can extract useful data from every customer call, thus maximising the value of all customer – agent communication.
The importance of customer service to a call centre speaks for itself, but is highlighted by these statistics:
For call centres, as companies whose customer service is entirely presented over the telephone, the need to monitor, manage and enhance their customer service is indisputable. This is where Big Voice comes in.
Infographic from Business2Community
A significant advance for call centres is the progression of Natural Language Processing (NLP) technologies, which have increased the ability of technology to understand unstructured data, such as voice recordings. Call centres can now gain important data every time a customer call is recorded. Combined with call analytics tools, these big data sets can gain valuable insights into customer interactions. These are the ways big data can revolutionise call centres:
With the advances in NLP and analytics solutions, call centres are finally able to convert their recorded data into useful information, from which they can gain valuable business insights. The true potential of big data lies in its correct management. For call centres, combining big data with recent developments in analytical technology will begin to turn big data from just a large volume of data into valuable understanding of customer interactions. Ultimately, correct management and analysis of big data is the key to achieving excellent customer service, and improving the success of a call centre.