Call Flow Analytics

Submitted by Anonymous on Wed, 06/16/2010 - 21:10
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More Efficient Operations, Higher Customer Satisfaction

Call Flow Analytics is a key capability of NICE Interaction Analytics. It drives insights from customer interactions in order to measure and improve customer experience, identify agent knowledge gaps, and uncover training opportunities.
 
Companies use Call Flow Analytics to complement speech analytics in order to gain additional insights into customer experience during calls. Call Flow Analytics measures telephony-oriented metrics such as the time a call took place, the length of the call, how many transfers took place during the call, how many times the customer was put on hold and for how long, etc. 

 

Call Transfers

Call transfers have a direct impact on customer experience. They extend call handle times and frustrate customers, who, in most cases, must describe their issues anew with every transfer. Contact centers can use Call Flow Analytics to measure transfers by individual agents across various call topics. Thus, they can identify and address agent knowledge gaps or process issues such as an incorrectly advertised phone number that leads to the wrong department in the organization. 

 

Call Holds

Call holds can also negatively impact customer experience. Call Flow Analytics can help to reduce hold times by identifying patterns in agents’ hold times by call topic that can point to potential knowledge gaps. For example, when agents consistently put calls on hold when specific topics arise, it is a good indication that additional training is needed on those topics.
 

Call Flow Analytics, part of NICE Interaction Analytics, can help identify agent knowledge gaps as well as broken processes. By handling these issues, contact centers can increase customer satisfaction while improving operational efficiency. Click to learn more about NICE solutions for contact center operational efficiency, customer experience and revenue growth.