Whether we like it or not, today’s world is defined in data. Of course, we all use data to inform our big decision-making about personal finances, such as mortgages and pensions.
But, have you ever thought seriously about the influence of data on day-to-day life? So many things we take for granted are actually the result of data being captured somewhere, processed and analysed.
The weather is a good example. The daily forecast we catch on breakfast TV or that’s piped through on our smartphones is the output of a massive data collection and analysis process. It’s not just the data itself, the important thing here is that we use weather reports to make decisions.
We look at what the daily weather is doing and decide whether we need a coat. And a longer range forecast might help us make weekend plans. Head for the coast or the hills, or do something undercover because it’s going to be pouring.
Of course, there’s also real-time transport data, such as sat-nav road information, and bus and train service updates, all feeding into the decisions we make about our travel plans. What we actually do during leisure time may also be shaped by data. Data about happening shows on Netflix, trending searches on Google and popular content on YouTube, all help us work out what we might want to watch.
If data’s influence on our personal lives is a little underestimated, in a business context, data is pretty much everything! Headline figures, KPIs (Key Performance Indicators) and dashboards are familiar to just about everyone. Watching the daily sales book, the achievement of team and agent targets and the overall impact on the bottom line are all key to identifying that most elusive and desirable of business characteristics – growth!
However, it goes much deeper than headline numbers and KPIs. And that’s never truer than when we look at contact centre analytics. That’s because contact centre systems process the data relating to customers and their interactions with the business.
Careful consideration of what data tells us provides a number of great advantages that are really important for establishing and maintaining successful outbound and inbound contact centre operations:
Quvu VoIP contact centre features, services and support don’t just boost efficiency and productivity. They make it easy for you to provide great customer experiences that help grow your business.
You can see all of Quvu’s features for Configuration, Decision Support, Customer Experience and Campaign Success at a glance here.
Don’t miss out on the advantages of the best value VoIP contact centre solution on the market. Book a personalised demo to see what Quvu can do for your contact centre. Simply call us on 03333 4455 90 or email firstname.lastname@example.org