Improve performance with actionable contact center analytics
Gain complete visibility into the customer journey and implement changes to improve satisfaction instantly.
Running a business smoothly is challenging. Ensuring positive customer interactions across different channels takes a lot of effort. With RingCentral's CX solutions, gain insights into customer stories and journeys and improve agent performance. Our platform balances great customer service with cost management.
Deliver world-class customer service while keeping costs manageable
Historical reporting
Track performance trends like Average Handle Time (AHT), Average Speed of Answer (ASA), and Abandon Rate. Select a pre-built report, or build custom reports tailored to your organization's needs.
Real-time dashboards
With a widget-based live dashboard, you can build customized views for different business members. You can also monitor overall contact center performance levels, queue information, and other critical real-time data.
Conversation intelligence
Analyze every interaction to find insights, such as overall customer sentiment, key topics, and competitive mentions. Leverage these insights to identify trouble areas with customer service to provide better experiences.
Voice of the customer |
Gather feedback directly from your customers with post-interaction surveys. Select from a variety of question types, including simple boolean, multiple choice, and rankings to track customer satisfaction (CSAT), customer effort score (CES), and net promoter score (NPS).
Know more about contact center analytics
Contact center reporting
Track Key Performance Indicators (KPIs) such as AHT and ASA. Display the data in charts, graphs, tables, and other infographics.
Take advantage of over 200 pre-built reports or use custom ones to address your business’ unique reporting requirements.
Monitor trends in real time with customizable dashboards to make informed decisions based on what’s happening in the moment.
Conversation intelligence
- Analyze customer interactions to understand customer needs, agent performance, and operational trends.
Use data from each interaction to find opportunities to improve agent and customer conversations and avoid dissatisfaction whenever possible.
Leverage conversational insights to enable effective business decisions.
Customer surveys and feedback management
Capture customer data that gives actionable insights to improve customer loyalty, satisfaction, retention, and experience.
Contact center managers can review agent performance and provide rewards for positive customer feedback and improvement plans for negative ones.
Gather unbiased feedback from different channels and funnel them directly from customer to agent to avoid misinterpretations.
Contact center data analytics tools
Uncover rich insights into the performance of your contact center. RingCentral supports a wide range of advanced analytics tools with multiple perspectives that can help in strategic decision-making.
Speech analytics analyzes voice call recordings to collect information. The process involves identifying the words used by both the customer and the agent. From this information, your organization can focus on improving your customer interactions during phone calls.
Text analytics is a similar approach to speech analytics. The main difference, however, is that this analytics solution analyzes digital conversations, including email, social media, and chat.
This approach takes a comprehensive look at what happens on the desktops of agents. Desktop analytics provides insight into workflow and process inefficiencies that become roadblocks to agents. It can also show security issues that you’ll need to address for compliance and determine if the system in place is working or not.
Forward-thinking companies know that to alleviate pressure on their agents, they have to invest in self-service technologies. It's usually deployed via intelligent virtual agents (or chatbots) or an interactive voice response (IVR) feature on inbound calls. Self-service analytics analyze how effective these technologies are in both serving the customers and reducing contact center interactions.
By using predictive analytics, your organization can anticipate upcoming problems, mark those in an events calendar, and come up with a solution. A good example is when your historical data shows that the company receives higher than average call volume during the holidays. By knowing this upcoming scenario, you can schedule more agents to report on certain days or weeks.
This approach is all about aggregating the data from voice and all digital channels your business supports. Through a strong data strategy, you can identify how your customers interact with you and what are their preferred interaction channels. From there, you can pinpoint opportunities where you can improve customer journeys to provide better customer experiences.
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Create effortless employee and customer experiences from one AI-powered platform.
FAQs about contact center analytics software
Contact center analytics is all about measuring and managing agents' effectiveness in handling customer interactions (voice or digital). It's a constellation of tools that can help you with capacity planning and making sure the number of agents working at one time matches the call volume during those hours—all without sacrificing call quality and customer satisfaction).
Contact center key performance indicators (KPIs) are measurable values that the company can look at to evaluate how well the contact center meets its set goals and whether the agents meet the customer's needs whenever they interact with them via inbound or outbound calls.
Some of the most common contact center KPIs include:
- Average handle time (AHT) – This refers to the average handle time of customer interaction by measuring the length of time between the moment the agent is connected, interacts with the customer, and performs any after-contact work (like entering notes about the interaction).
- Average time in queue – This KPI measures how long customers wait in the queue before being connected to an agent.
- Call hold time – Customers are annoyed whenever they are placed on hold. This call center metric measures how long an agent puts their callers on hold.
- First contact resolution (FCR) – This measures the contact resolution rate of customer issues that were resolved and did not need a repeat interaction.
- Call abandonment rate – This measures the number of callers who hang up the phone before being connected to an agent for inbound campaigns. For outbound campaigns, this takes into account the number of dialed phone numbers whose owner hung up the phone before talking to an agent.
- Escalation rates – This measures the number of times an interaction to an agent was escalated to a contact center leader like a supervisor or manager.
- Transfer rates – This measures the number of times an interaction to an agent was transferred to another agent or queue
- Customer satisfaction (CSAT) – This is a metric that measures how happy a customer is with the service they received during their conversation with the agent. This is usually determined through customer satisfaction surveys.
- Total number of customer interactions – Going beyond the number of calls, this KPI measures the number of interactions on each digital channel, including social media, email, and chat.
- Customer effort score (CES) – This KPI measures the amount of effort customers put into reaching your company just so they can get their concerns addressed. Keeping an eye on this can also reveal why customers prefer companies with other channels like chat and social media.
Contact centers use the different data they have to identify the pain points and areas of improvement that can help them maximize agent productivity. Some examples include:
- Improving call quality – Many contact center KPIs are used to analyze quality scores. You want to see the time spent in the IVR, the average handling time, and the average time in the queue to determine customer satisfaction rates.
- Reviewing agent performance – Aside from quality management, you can also use these metrics for agent performance management to see if they meet the company's standards or require additional training and guidance.
- Understanding your demographics – Knowing where most of your customers live, their age bracket, and other demographic information can help your organization figure out better workforce scheduling, branding and marketing campaigns, and sales strategies.
- Identifying customer emotions – Knowing your customers' sentiments, in general, gives your idea a glimpse of how customers receive your product or service. You can use that information to craft the right scripts and messaging for your agents.
- Improving customer experience – Businesses use advanced analytics to see how happy customers are with the service provided via the contact center. It allows you to identify areas of improvement in agent performance, employee engagement, hiring and staffing, and workflows and processes. This can help you increase customer retention while decreasing customer churn.
- Improving workforce engagement – Analytics will show you that a more engaged workforce correlates to better customer experiences. Use analytics to get your agents more invested in their jobs (e.g., gamification, which adds an element of friendly competition and awards to processes and workflows).
- Computing the customer's lifetime value – Analytics can help you predict the reasonable profit that you can get from a specific customer attributed to the whole customer relationship with them in the future.
The good news is contact center solutions like RingCX include a vast array of analytics tools in the core package. Historical reporting, real-time dashboards, surveys, and more tools are included at no additional charge. For customers who need more, there are additional capabilities that can be layered on, such as AI Quality Management, Conversation Analytics, and Workforce Management, to help you get deep insights into customer satisfaction and agent performance.
Resources
EBOOKS & GUIDES
Excelling in the experience economy
The rules of customer engagement have changed.
INFOGRAPHIC
Disjointed and disgruntled
How broken communications workflow impacts customer satisfaction & the bottom line.
WEBINAR
Disruptive customer engagement
Join industry analyst Shelia McGee-Smith as she shares how companies are using the cloud to transform customer relationships in ways that disrupt their industries.
Improve customer satisfaction with RingCentral today