This is the 21st century and here everyone expects more from business interactions. Call center analytics is an efficient and quick way to gauge its overall approach to Customer Relationship Management (CRM). Earlier, call recordings were thought to be an approach for analyzing customer demands. But due to its shortcomings like delays in recording and transcribing, has open doors to new methods. Every company seeks for newer methods to differentiate their customer service experience and optimizing it to the fullest level. A recent example is of Amazon Mayday Functionality which promises help from a real person with prior knowledge of functionality and the service is delivered with high quality video experience. With visual demonstrations it is easier to resolve the problems sometimes in matter of seconds. The greatest contribution for this technology is made by WebRTC supported on desktops and even android phones. It has proved itself successful providing the customers with the best they deserve. Read more about this aspect in Ashley Unitt (founder of NewVoiceMedia)'s article link: http://www.mewvoicemedia.com/blog/contace-centre-innovations

There are three modes of services available for customers, namely e-mail, live chat, and phone. Each of them has their own positives and negatives. E-mails are cheapest,\ and extremely useful for connecting globally. If solutions are not required immediately this can be the best platform with clear and written solutions, which are transferable. Customers do not have to deal with foreign accents or “on hold” waiting. Customers feel their importance and in this way a number of customers can be handled simultaneously. On the other side phone calls are better for people who want immediate support and are less technological forward. They get the solutions immediately and feel that their business is being appreciated. A helpful voice can calm and assure customers. Internet connection is not required. The type of medium selected depends on the type of client one faces. Usually sue to the fact that there can be multiple types of customers providing different forms of consumer support mediums is usually the best solution. Read more at:http://ezinearticles.com/?Email,-Phone-Or-Live-Chat-Support---How-to-Best-Serve-Your-Customers&id=3518663

Customer satisfaction is an important necessity for any organization to retain customers. Few basic rules of customer service includes firstly, integrity, the service provider should be honest and commit to the mistakes and also communicate ideas to correct such follies and such mistakes in future. Secondly, there is response time. It is essential that the customer service provider is able to explain the mistakes of the company through one to one communication or through e-mails in case of large customer circle in an effective way. Thirdly, there is realistic expectation. It is necessary that the consumers are satisfied with company's promises and delivery to retain customers in the long run. Thus, under promise and over deliver is the best policy. Fourthly we have respect. For customer satisfaction it is very important to respect and appreciate them and uphold their point of view. Hence these basic rules should be followed by any business house. Read more at :http://managementhelp.org/blogs/customer-service/2010/04/12/customer-service-basics/  

Service level, abandoned calls, productivity indicators, quality indicators, customer service are some of the key metrics typically used by a call center to measure data for customer complaints. For many businesses, retaining existing customers are cheaper than acquiring new customers. Customers become repeat purchasers usually because they believe that the services they buy are good value for money and the service they receive when contacting the firm is of optimal standard. Read more at:http://www.lieberandassociates.com/800_Number_Measurement_Metrics_Inbound_Customer_Service_Orders_Sales_Statistics.shtml 

Companies can maintain customer support department to answer customer doubts and problems in social networking websites like Twitter and Facebook. Answers to customers should be quick and within few hours of posting. We can implement softwares that can be synchronized with Facebook, to manage private messages and posts, and to keep track of customer service questions & problems and also to serve requests. Some of these softwares are Sales Force Desk, Happy Fox etc. One can use the Facebook page to spread the problems associated with that particular product and other product issues. Social space provides a platform to make people aware of the product defects. It will demonstrate the business house's willingness to take responsibility for mistakes making fans aware of the present business scenario and maintaining transparency. Some brands often offer their fans monthly exclusive deals and some host frequent giveaways. To know about this aspect follow Jim Belosic (CEO of ShortStack)'s link: http://www.socialmediaexaminer.com/social-customer-service-facebook/ .

In today's era of competitive world, it is less expensive to provide "great" service over "good service". The customer service company relies upon listening, analyzing and acting on it. Many organizations underestimate the impact and damage of various customer issues. This usually occurs because they are using data only from a single customer channel or taking into account their vocal customers only, limiting data to a single customer channel. If your organization works in silos, you may not have the complete picture especially if customers complain across multiple channels. This means if a company only counts the cases that complain on a specific channel, your view is limited to a small subset. Even if your organization counts all the complaints across all channels on a specific issue, it is likely that you'll still see a small percentage of the cases where customers are encountering these issues, because   majority of customers affected don't complain to the organization directly. In order to estimate more accurately and prioritize the impact of each customer concern organizations follows the following process. To know more:

http://www.informationweek.in/informationweek/news-analysis/271903/steps-measure-impact-silent-customers/

An article by Sue Cockburn, Founder of Growing Social Biz, conveys that it's not that the customer is always right. They're not. But, they need to see us owning the problem when they believe they are right. Arguing to prove we are right and they are wrong may allow us to win the battle, but we'll likely lose the client. Clients deserve the benefit of the doubt. Maybe sometimes we'll be taken advantage of and sometimes we won't be able to fix mistakes or won't be able to take responsibility for something that is very clearly customer error and possibly not fixable. Keeping the customers we have and building on that base is much more cost effective than gaining new customers while existing ones stream out the back door!

To know more visit http://socialmediatoday.com/suecockburn/2428621/great-customer-service-not-about-being-perfect

An article by Matthew Peneycad, advertising agency expert in social media, conveys that on social media, advocates can greatly enrich the experience of your community, contribute to the promotion and dissemination of your content, alleviate demands on your customer service team, expose key insights that can be applied to your business planning and strategy, and provide broader exposure for your organization across the social web. They can provide meaningful input, ask interesting questions and provide responses to audience members. Through their personal social listening and activity in various social networks and communities, they can expose insights that otherwise would be of great challenge to identify and substantiate.

To know more visit http://socialmediatoday.com/rgbsocial/2422351/nurturing-social-media-advocacy-inside-out  

Genesys, a provider of customer experience and contact center solutions, has entered into an agreement with Zendesk, a software development company, to integrate Genesys cloud contact center solution with Zendesk customer service platform.The partnership will help both companies to deliver a powerful cloud-based customer experience solution and will help to expand market opportunities globally.

To read more, visit the following link:http://www.infotechlead.com/2014/05/13/genesys-integrates-cloud-contact-center-zendesk-platform-22652

One important call center metric is that you should pay attention to abandon rates. An abandon rate is the percentage of calls that people disconnects before an agent can take a call. To keep your customers satisfied with your service, it is important that you should keep your abandon rate to as low as possible because, if a customer hangs up a lot, they may not like the speed of your service. The longer it takes to answer a call, the higher is the abandon rate. High abandon rate can cause a much bigger problem - they can inflate future call volumes which resonates to even higher call abandon rates. Inflating call volume means that the same caller tries to call your call center agent for second or third time.

So, how will you progress to reduce your call abandon rates? Read at http://www.callcentrehelper.com/how-to-bring-down-your-call-abandon-rates-50805.htm  to get some guidelines.

Amazon Simple Email Service is a cost effective outbound email sending service built on the reliable and scalable infrastructure that Amazon.com has developed to serve its own customer base. With Amazon SES, it is possible to send transactional emails, marketing messages, or any other type of high-quality content. Amazon offers “pay as you go” plan flexibility. Along with high deliverability, Amazon SES provides easy, real-time access to statistics and built-in notifications for bounces and complaints to help fine-tuning email-sending strategy. Each AWS account is independent in its sending procedure and can be treated as a separate entity. SES is structured around this idea. But there can be situations compelling to send contents from multiple AWS accounts.

Sam Minter, Expert, AWS, speaks about how to send contents successfully with SES through multiple AWS accounts. To read more, visit:

https://sesblog.amazon.com/post/Tx1KQ7HH36OTFW7/Can-I-use-multiple-AWS-Accounts-with-SES

Making your customers happy over calls is an arduous task, but it is the most important thing you should look over. A survey done by Five9, a call center software provider, shows that to get their service seventy percent of U.S. adults use phone as their first choice to contact a company. But, if they receive bad support eighty five percent of the aggrieved customers resort to take inverse actions. Of them, forty nine percent do the worst thing – they prefer to stop dealing with the company. Not only that, if the customers are within the age group of 18 to 34 years, they do not hesitate to create adverse publicity about the company in the social network. Now surely, you do not want your call center business to be tarnished in this way.

So, what are the ways you should follow to ensure that your customers do not have a harrowing experience? Transera, a customer engagement software provider gives you some tips on how to prepare for customer service disasters before they actually take place. Read more at: http://www.businessnewsdaily.com/6164-call-center-tips.html .

Laura Noonan, Marketing team lead at CallFinder, talks about how important  it is to monitor the call center agents for providing customer satisfaction. She also emphasized that the companies must also provide equal priority to employees, ensuring the satisfaction with their role. She also speaks about the different advantages of monitoring calls between the customers and agents.

For more information follow

http://www.callcentertimes.com/Home/tabid/37/ctl/NewsArticle/mid/395/CategoryID/1/NewsID/723/Default.aspx

Imagine, in this IT enabled world, different departments of a bank are operating on a standalone framework, managing millions of customer data. So it’s obvious that they will not have a clear picture about customers’ demographic pattern, their preferences and their account usage patterns.

Thanks to Analytics, these problems are now being solved. Omar Sohail, Principal, Deloitte Consulting LLP and Banking & Securities, Business Analytics & Information Management Leader, writes how structured, unstructured and semi-structured data can help the banks in reaping benefits by getting more insights about customer data.

For detailed information please go to http://www.baselinemag.com/analytics-big-data/banking-on-big-data-and-analytics.html .

Banks are the backbone of every economy. With the help of data analytics, banks are defining the modern age of customer retention & services through out the world. However, the Indian BFSI sector is yet to implement data analytics in their day-to-day operations. Mohan Jayaraman, Experian Credit Information Company of India, explains how Indian banks can improve their customer lifecycle by using data analytics. To read about his views visit:

http://www.informationweek.in/informationweek/perspective/287791/indian-banks-improve-customer-lifecycle-analytics

Lyndon Henry, technical consultant, Light Rail Now Project, writes about the general applications of Analytics and Big data in modern rail passenger and rail transit systems. 

For Further Reference :- 

According to an article by Michael Passingham, a V3 reporter, DHL, a Global logistics firm, has been able to cut the cost of running its worldwide distribution network with the help of big data analytics.

External References:-

Working at a stretch of 8 hours is tiresome and that too sitting at the same desk. So, TIBCO Software Inc., a US based company, developed TIBCO Spotfire Mobile Metrics, a highly accessible and user-friendly Business Intelligence tool. With the help of this tool, employees can monitor the pulse of the business instantly and business leaders can act on business opportunities and problems using personalized key performance indicators.