What if you could predict when a customer was likely to churn before they cancel service?
Voice Analytics Blog
If your company has a contact center, it’s likely that standard KPIs like agent performance and call times are metrics being tracked.
Why use a BI tool? Because big data is everywhere. Whether they realize it or not, every department including, sales, marketing and customer support is collecting data on a daily basis.
Proactive Dealer Solutions used Voice analytics solutions to analyze every call going in and out of their dealerships to learn more about their customer journey. What they discovered allowed them to take action and improve processes internally to optimize the way customer interactions were handled, which had positive impact on their sales.
Every day, the world creates 2.5 quintillion bytes of data. That is a staggering number that the human mind can’t even begin to fathom. And if we can’t picture that figure in our heads, how can we be expected to make sense of it all on our own to make informed business decisions?
If you run a business, you are probably acutely familiar with the utilization of a spreadsheet software. A prevalent data tool for businesses in the past several decades, these applications allow you to digitally organize, calculate, and analyze your data.