Leverage Customer Data 5 to Improve Customer Experience About Us 7. Whitepaper

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2 Introduction 2 Break Down Silos Between Contact 3 Center and CRM Data Use Data Analytics to Improve Contact Center 4 Performance and Customer Experience Leverage Customer Data 5 to Improve Customer Experience About Us 7 1

3 Introduction Global transparency or management s ability to have clear visibility of all data in a contact center is a critical concept when thinking of data integration in a customer service environment. Transparency is vital to understanding pain points, process bottlenecks, and key performance indicators. It necessitates tools that not only allow visibility to all data collected in a contact center, but also the ability to organize and report on that data in order to measure and improve operational efficiency. With Transera, supervisors can access both real-time and historical data, and get full and continuous visibility on all contact center activities. Using Transera, management has visibility into each individual agent s performance. This insight can help identify issues and improve information capture, analysis, and compliance. This whitepaper will discuss how Transera can help break down silos between contact center and CRM data while allowing management to use data analytics to improve overall contact center performance and customer experience. 2

4 Break Down Silos Between Contact Center and CRM Data Managing customer interactions can be a complex process when data related to the customer interaction is scattered in disparate systems. Transera allows contact center management to collect and analyze data from the many systems that support customer interactions. Using this information, Transera is able to build a comprehensive view of the interaction. In the most simplistic scenario, an Automatic Call Distributor (ACD) is used for routing the call to the agent and the agent uses a Customer Relationship Management (CRM) application to resolve and track the interaction. Transera integrates ACD information with CRM data to get a holistic view of customer interactions. This data includes call time, age of calls in queue, state of agent, and other data points of interest. This provides a better user experience for supervisors and management, who can easily view and report on contact center data. Transera offers insight into customer interactions across various business channels. Transera allows real-time visibility of , voice, and chat interactions, providing insight into interaction traffic and how the interactions eventually lead to sales. Call, , and chat records allow for unified reporting of cross-channel interactions and visualization of data points. Access to this data allows management to optimize their processes to provide a seamless customer experience across channels. Transera offers the ability to record, store, and archive any call. Transera can record all calls regardless of the team, site, or individual taking the call and save them for replay at a later time. Supervisors can listen to recorded calls and make recommendations for employee improvement and proper handling of future calls. They can also assign custom tags and parameters to configure alert warnings and facilitate easy search and retrieval of calls using those tags. Calls can be stored indefinitely or can be archived as needed. By integrating contact center and CRM data, supervisors and management can quickly report on specific data points that are critical to daily business operations, and pinpoint customer interaction types that can be improved. 3

5 Data Analytics to Improve Contact Center Performance and Customer Experience Transera s solutions help managers to better analyze data and, in turn, more effectively manage employees and overall contact center operations. A fully integrated, real-time view of their contact center call information allows managers to make better day-to-day decisions. By dismantling data silos, Transera brings data from every contact system together, allowing managers to gain visibility on all activity in the call center, both in real time and via historical detail. Not only does Transera analyze the data, but it creates predictive models to help improve business success and increase customer satisfaction. Transera takes the customer interaction data from your call center, IVR data, ACD data and CRM data then links that data to create an end to end view of the customer interaction. Since Transera has a complete view of customer interaction, it has the ability to find attributes that lead to positive and negative business outcomes. Consequently, managers are able to gain insights into what contact center behaviors are working and what behaviors should be changed. Once managers understand what is working and what is not working, they can use Transera to help improve the Key Performance Indicators (KPIs), or metrics that are most important to the business. Transera analyzes the data and recommends actions to improve business performance. KPIs that Transera helps improve include sales conversions rates, sales order values, customer retention rates, customer satisfaction scores, and first call resolution rates. 4

6 Since implementing new behaviors and business best practices can feel overwhelming and time consuming, if desired, Transera can automatically implement performance improvements in the call center environment. The Customer Interaction Advisor application makes the insights actionable by providing real-time guidance for handling interactions. Using a predictive analytics engine, a business rules engine, and the Customer Engagement Repository, Transera keeps business recommendations constantly up to date and relevant. These recommendations enable matching customers with the best agents, prioritizing customers, routing customers, and/or giving the best scripts to agents for the most successful interactions. An end to end view of the customer interaction allows managers to quickly review key data points and act on them in a timely manner. This makes dayto-day contact center management more straightforward because real-time data allows managers to view and correct any impediments to success. Managers can adapt more quickly to change if they are able to make data-driven decisions in which they are confident. As a result, a manager s ability to oversee operations holistically through data and reporting leads to improved operational efficiency and business success. Leverage Customer Data to Improve Customer Experience Contact center managers can use customer data to improve processes and procedures when managing customer interactions. Managers can use the knowledge base and other tools to make informed decisions on how interactions are handled. The Transera management dashboard provides visibility on teams, agents, outsourcers, customers, systems, and site performance. Using the dashboard, managers can define the call flows to handle calls for optimal results and apply or change routing rules to manage traffic. The dashboard gives managers the ability to monitor calls in real-time and to define rules to record calls to be analyzed later. This level of visibility gives managers the tools they need to fine tune their operations to increase customer satisfaction and boost retention rates. 5

7 Voice, , and chat interactions are centrally managed and controlled in Transera, allowing managers to route interactions to proficient agents that meet customer s needs. With Transera, voice calls trigger a screen pop for the agent that provides caller information varying from demographics, intent, and history, allowing the agent to gain context into the caller to best understand how to meet their needs. interactions use keywords to identify customer s needs, while sending an automatic response as an acknowledgement, and routing the customers to the best agent. Customers using web chat have their needs assessed and are matched with the best available agent. Customers on the website or those in queue are able to use web callback to request a call when an agent is available, thereby eliminating the infuriating hold times common to many contact centers. There are a number of routing options available, each with its own intrinsic benefit to the contact center. Transera allows managers to define routing rules based on longest available agent, round robin or skill based routing. Additionally, interactions can also be routed using predictive analytics which uses the insights gained from historical data to make routing decisions for future interactions. Analytics driven routing matches customers with the best agent available. This is determined based on past performance. Skillbased routing uses customer data to match the customer to the agent most qualified to handle the customer s issues. Transera provides a simple, easy to use, yet powerful dashboard that management can use to measure, track and improve their contact center performance. By leveraging the power of analytics, Transera provides insights on the underlying customer data to define routing strategies that maximize the efficiency of the call center. 6

8 About Us Transera improves the performance of consumer-facing contact centers, turning them into strategic corporate assets. With its suite of cloudbased software applications, Transera helps contact centers optimize operational efficiency, financial performance and the business outcomes of customer interactions to improve agent productivity and performance, sales, customer retention, and the overall customer experience. To get started managing your call center using the Transera, visit or call