One of the biggest problems customer contact centers have
today is that they're not only perceived as 'cost centers',
but are missing out on several strong opportunities to
create significant value for their organizations. A leading
culprit is the quality of the business intelligence tools
utilized within enterprises. These 'reporting' tools provide
a false sense of security because they lead organizations
to believe they are analyzing and tracking their business
adequately. However, such reporting tools only provide
ways to track the data. What they're missing out on entirely
is being able to extract insight via analysis. This insight
is where data begins to provide valuable intelligence
into the business operations.
PolyVista® believes that customer contact centers have
matured adequately to not only bring significant 'front
line' customer feedback to the organization, but also
identify and develop increased revenue opportunities -
and do it in a timely fashion with business intelligence
software that can produce unexpected insight in record
time.
PolyVista's Customer Service Analysis solutions create
value in 3 ways:
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1.
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Improved operational efficiency |
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2.
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Extraction of increased market feedback by mining
text data interactively with numeric data |
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3.
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Identification
and creation of new revenue opportunities at the
point of customer contact |
Solutions
in this area include:
1. Operational Analytics
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Contact
Center Performance Analysis:
Go beyond your reporting capabilities to
analyzing contact center performance in a more sophisticated
fashion by analyzing a broad range of factors that
may be interrelated. Or simply let the software
point out what you need to consider. |
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Key
Performance Indicator (KPI) Development and Tracking:
Allow PolyVista to evaluate the effectiveness of
your current KPIs, and also identify new, and more
relevant ones. |
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Rapid
Customer Response: Identify new problems
developing across your customer network within a
matter of hours, and educate your CSRs on appropriate
responses in a timely fashion. |
2. Text Mining Analytics
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Text
Mining: Extract traditionally lost intelligence
from all the valuable text data collected from your
customers and help not only improve customer service
performance standards, but provide insight into
customer issues to other departments within the
company such as sales, marketing, and product development.
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3. New Revenue Creation
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Product
Up Sell and Cross Sell: PolyVista
can automatically analyze the performance of your
products and identify opportunities for product
up sell and cross selling when your CSRs interact
with your customers. |
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Optimal
Product Bundling: Let PolyVista
develop and recommend product bundles optimized
for each customer and for margins |
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Promotional
Campaign Analysis: Track the performance of
your promotional campaigns quickly enough to even
affect necessarily modifications to enhance the
effectiveness of the campaign |
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Warranty
Root Cause Analysis: Provide your customer service
analysis team with the ability to rapidly identify
the root causes of product and supply chain problems
so that new products and/or shipment processes can
be rectified prior to product shipping. |
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