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This blog is sponsored by Tollring.
As our working environment continues to adapt and change, many businesses seek actionable insights to help guide their decisions and make sense of everything.
At the same time, customer experience has become a critical focus as organizations seek to secure revenue, reduce churn, and remain competitive.
Analytics can help, allowing Mitel users to understand how customer calls are handled and discern the level of service delivered. Visual and easily digestible, the analytics are presented on dashboards, wallboards, and reports that don’t require new skills or investment in additional time.
With everything available in the cloud, organizations of all sizes can now access the features and capabilities that were previously only available to more prominent organizations. Here are four ways business analytics can help:
1. Make Better Decisions
Business leaders need to know how influential their people are, the impact that hybrid working has on customers, and if everyone is working toward the end game of the business. With data and insights, leaders can assess if the hybrid work model is working or use the data to support any decisions if it is not.
The data helps to determine what has been learned, what actions were taken, and what still needs to be done. Without data, you are working in the dark. You can’t manage what you don’t measure.
2. Quick Wins for Managers Across the Business
The key is to provide accessible information and make it digestible. Managers can view wallboards and dashboards to better understand every customer interaction with the business on an ongoing basis.
Business-critical tools such as monitoring unreturned missed calls can make a massive difference to a business, directly impacting the customer experience. According to Forbes magazine, 80% of callers do not leave a message after being sent to voicemail, so an understanding of who has been unsuccessful in making contact is critical.
The call analytics can show how many calls are answered on time or not answered, how long callers are willing to wait if staff spend the right amount of time on each call, and if they respond to customers appropriately – across the whole business.
By monitoring incoming and outgoing calls, businesses can review valuable information about how they communicate with their customers and drive considerable improvements in their customer service.
3. Follow the Customer
In our new hybrid working world, the cleanliness of the customer journey is critical. The shorter and more efficient the call journey, the better the customer experience – and good experiences lead to greater loyalty and retention.
Insights into customers’ call journeys when interacting with an organization can help underpin decision-making and reduce uncertainty so businesses can focus more energy on what makes them competitive.
In addition, integration with data from customer relationship management (CRM) systems can bring the call journey analysis to life.
4. Work With Your People
What business leaders think about flexible or hybrid working may differ significantly from their workers.
Call analytics that encompasses the whole business help to deliver an essential view of a company’s internal performance and external engagement. Data insights help to identify if people are adapting to new ways of working, enable optimization of resources and workflows, and empower decisions to drive business success.
Business Analytics solutions are powered by Tollring and available for MiVoice Business and MiCloud Flex. To learn more, please visit our website.
