Did you know that 67% of customers struggle to make sense of their customer data? And worse, a whopping 64% admit they can’t unify their data at all? That’s a whole lot of scattered, valuable information sitting in silos, just waiting for someone to tap into it. Imagine being the key to helping your clients decode exactly what their customers actually want and need.
With customer experience analytics, you can give your clients the tools to uncover insights and trends they didn’t even know existed in their contact centers. You can shine a spotlight into every nook and cranny of their operations so they can optimize operations, improve performance, and boost their bottom lines.
A high-performing analytics solution can tell them if they’re missing calls post-close, hinting at the possibility of staying open an extra hour to capture more sales. Or it could reveal which customers are teetering on the edge of loyalty—insights that can be used to build retention strategies and turn wavering users into devoted customers.
Why Your Clients Need Advanced Customer Experience Analytics
For years, contact centers were content with first-gen analytics, focused on capturing call durations and response times. But today’s clients are chasing deeper insights and broader metrics to understand how customer experience impacts revenue and customer loyalty. Here’s why advanced customer experience analytics is exactly the power tool your clients need.
What is Advanced Analytics?
Advanced analytics moves beyond simple reporting and into sophisticated data analysis. This technology isn’t just about collecting data points; it’s about connecting those dots in meaningful ways that drive value.
According to McKinsey, advanced analytics can:
- Reduce handle times by roughly 40%
- Increase self-service containment rates by 5-20%
- Cut employee costs by $5 million on average
- Boost conversion rates on service-to-sales calls by around 50%
In essence, advanced analytics is like giving your clients a mega-microscope for their contact center. Suddenly, they can see patterns, inefficiencies, and customer pain points they couldn’t see before. And in a contact center, the ability to anticipate a customer’s needs is gold.
How Advanced Customer Experience Analytics Help Your Clients
So, what are the real benefits of customer experience analytics for your clients? Let’s get into the specifics of what they stand to gain.
1. Improved Operational Efficiency
Advanced customer experience analytics can turn a contact center into a finely tuned machine. By analyzing factors like peak call times and reasons for escalations, your clients can staff smarter and deploy resources based on actual customer demand. When a manager can anticipate a surge in call volume after a product release, for instance, they can ensure enough agents are ready and avoid customer frustration before it even happens. This proactive approach not only shortens wait times but also boosts overall customer satisfaction.
2. Boost Customer Retention Rates
It costs less to keep an existing customer than to acquire a new one, and analytics can directly impact retention. With customer experience analytics, clients gain insights into the triggers that cause customers to churn. For example, if data reveals that high wait times correlate with churn for high-value clients, your customer can prioritize a callback feature to solve the issue. In turn, this approach leads to more satisfied customers and reduces attrition.
3. Drive Revenue Through Service-to-Sales Opportunities
With advanced analytics, your clients can get an eagle’s eye view of customer journeys, spotting key moments when customers are most likely to convert from service to sales. By understanding these patterns, agents can be trained to recognize buying signals and use them as cues to upsell. McKinsey’s data shows that this kind of intelligence can increase conversion rates on service-to-sales calls by as much as 50%. So, not only are your clients resolving issues, but they’re also building revenue opportunities.
4. Reduce Operational Costs with Smarter Self-Service
Many customers prefer solving their own problems, but self-service systems can backfire if they’re clunky or limited. Advanced analytics can monitor self-service flows, identifying points where customers typically abandon self-help and reach out to live agents. By making targeted improvements, your clients can increase containment rates by up to 20%, allowing them to keep more queries in self-service and reduce labor costs by millions.
5. Foster Stronger Employee Performance and Satisfaction
Advanced analytics benefits agents as well. By identifying common sticking points in workflows or discovering repeated customer issues, analytics can inform training programs and optimize scripts for smoother calls. This support means agents are more equipped to handle calls efficiently, which translates to improved morale and reduced turnover. Happier agents tend to deliver better customer service, which in turn improves the customer experience—a win-win all around.
6. Improve Customer Satisfaction by Reducing Call Handle Time
When every second counts, data is the ultimate playbook. Advanced analytics can spotlight the specific behaviors that lead to faster resolutions, such as finding ways to empower customers with self-service at the right moment. With a 40% reduction in average handle time, your clients can make each interaction shorter without compromising quality. Imagine the ripple effect: shorter wait times, happier customers, and more interactions in a day.
Inside Broadvoice’s Advanced Analytics
So, you know why advanced customer experience analytics are helpful for your customers, now here’s a look at, specifically what our Advanced Analytics product can do for them.
- Call journey analysis. Clients can see how their customers interact with their company across all your channels.
- Unified data. They can track their UCaaS and CCaaS data in a single platform.
- Automated reports. All company stakeholders can stay up to date on performance and operational efficiencies with automated reports hitting their inbox regularly.
- Customizable dashboards. We have a few templates in place, but clients can also create their own customized dashboards and reports in minutes so they can see the data that matters most to them.
- Drill-down analysis. Clients can distill high-level dashboards to see detailed interaction data as needed.
- Instant feedback. Agents can get real-time feedback and coaching based on their performance.
A Few FAQs About Advanced Analytics
Q. How does Advanced Analytics work for my clients?
A. Advanced Analytics gives your clients an inside look at their customer experience using real-time and historical data. Here are a few key features:
- Call journey analysis
- Unified UCaaS and CCaaS data
- Automated reporting
- Customizable dashboards
- Real-time analytics
- Historical analytics
- Drill-down analysis
- Instant feedback
- Threshold-based alerting
- Centralized dashboards with inbound, outbound, and agent data
Q. What are the benefits of using Advanced Analytics?
A. It lets teams know what’s happening in the moment and over time so they can make strategic, data-backed decisions about their customer experience and team performance.
Using Advanced Analytics, they can find and solve potential issues before they grow into major problems. And they can track calls in queue and queue time to understand efficiency. Then, they can send detailed agent activity timelines and status reports to let supervisors monitor their most crucial KPIs and SLAs.
With the data, they can also optimize staffing and call routing to boost operational efficiency. Plus, companies can ID top performers and training opportunities to help increase employee satisfaction and performance.
Q. What makes your customer experience analytics solution different from your competitors?
A. We’re one of the few providers working with Brightmetrics to provide advanced reporting and analytics. That means, with their tools and ours, we can provide a unique combination of UCaaS and CCaaS analytics. This dual capability positions us as a top choice for your clients looking for a comprehensive, integrated analytics solution.
