Page 10 - Telecom Reseller JanFeb 2017

Big Data Part 2: How Big Data will Change Contact
10 Telecom Reseller
January/February 2017
Centres FAorever
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:
60% of customers prefer to pay extra for a better customer experience
86% of customers have left a company’s service because of a bad experience
Resolving disputes is more important than guaranteeing no mistakes in the first place, as 56-70% of customers will remain with
a service if their complaint is adequately resolved
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.
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:
Speech analysis - NLP is not exactly new
- it has long been used by contact centres to prompt callers for information to direct their call, although these are not known for being particularly accurate! Now however, with the progression of NLP accuracy has improved and systems can interpret and correctly direct calls from whole sentences, such as “I have a strange charge on my bill
JIRBANDY
by Amir Jirbandey, Head of Marketing at Dubber (www. dubber.net)
is post is part of a series on Big Data:
Big Data - What is it?
How Big Data will Change Contact Centres Forever
Big Data, Analytics and UC - A Case Study on Tackling Autism
s 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
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