Three pointers to help unleash your workforce with the power of analytics

“One of the strongest messages to come out from the research carried out for this report was the long term view that solution providers have of the integral role of customer contact analytics as an enabler and optimizer for other solutions. Many analytics vendors have a complete workforce optimization suite, and are constantly working to automate and integrate findings and actions from the analytics solution into their overall WFO suite.” - Inner Circle Guide to Customer Analytics

This quote from Inner Circle Guide to Customer Analytics is so important because of the simple fact that interactions happen all the time. From the cashier at the grocery store, the cable installation technician, to family dinners - humans are constantly interacting. But in today’s world, we don’t simply interact face-to-face.

Gone are the days where a customer’s only option was to pick up the phone. Email, chat, text and social media are all platforms for valuable customer interactions – all opportunities for customers to become brand advocates. And a good workforce optimization (WFO) suite allows your organization to gather up all the data from ALL of your channels and deliver it straight to the frontline as actionable data.

Helping data gathered from interactions analytics transform your business into a performance-driven organization might be overwhelming. To help you on your way, here are three pointers you may wish to consider:

Interactions are deeply engrained in life, and they aren’t getting any simpler. Customer experience relies on an ability to understand interactions and take action. We believe that all interactions should have positive outcomes…and while I can’t make your teenagers open up at the dinner table, I can tell you that using data to drive coaching, accountability and alignment will create a performance driven culture that results in happy customers.