30% expect an answer immediately<\/span>.<\/p>\n The millennial demographic constitutes the largest consumer demographic in history with more spending power than any other generation.<\/p>\n As customer demands continue to increase and businesses don\u2019t employ the right intelligence and technology, companies will lose business and level of trust in the market.<\/p>\n Today’s contact centres generate a blistering array of data, but many organisations are not leveraging it to its full potential. Making use of this data is essential to:<\/p>\n You need to know why customers contact your business, what problems they encounter, and their common questions that give us valuable insight into the entire customer journey.<\/p>\n You also need to understand agent performance and challenges in order to improve the agent experience and ultimately improve your contact centre efficiency.<\/p>\n Customer and agent information comes from many places, including:<\/p>\n Collating, cleansing, and organising this data for decision making is a crucial first step. Confident decision-making then requires a full suite of synchronised CX and BI solutions:<\/p>\n Call accounting, call reporting, TIMS or business intelligence? Whatever you call it, we call it CyReport – our powerful business reporting solution for telephony systems. The browser-based user interface delivers reporting information via a large suite of intelligent reports.<\/p>\n The sizzle is in the dashboard! Exciting features include a browser-based user interface, a massively extended range of statistical power, a new range of graphical widgets, customisable dashboards with drag & drop design interface and custom alerts.<\/p>\n The next generation of enterprise communication includes AI-powered speech analytics. This is a powerful tool to monitor your Brand Health, Competitive mentions, and the Customer Journey through your call centre! Visualize call data like customer sentiment, product feedback, website confusion, or FAQs!<\/p>\n Your team is your most expensive and valuable asset. CyCoach enables you to build skills, confidence and performance through consistent professional assessment, feedback and direction.<\/p>\n As you know, your people act on the front line and are the face of the company. They deliver the \u2018moment of truth\u2019 which determines a customer\u2019s perception of and reaction to your business. \u2018Moments of truth\u2019 can make or break your organisation\u2019s relationship with your customers.<\/p>\n It\u2019s a challenge for businesses to deliver training consistently and, equally important, evaluate, provide feedback and continue the growth of skills after initial onboarding.<\/p>\n There is a gold standard for companies who want to translate customer experience into profitable growth. It\u2019s called Net Promoter. Our Activity Tracker improves productivity and security for customers by closely reporting the productivity of their team.<\/p>\n Activity Tracker works by reporting when \u2018non approved\u2019 applications are being used and for how long. Use of Facebook, online movies, blogs, social media, and news reading represent a huge cost and loss of productivity to the business.<\/p>\n As Lord Kelvin would say, \u201cif you cannot measure it, you cannot control it\u201d.<\/p>\n For contact centres to work for you and your business, benchmarking and improving your customer and agent experience is incredibly important.<\/p>\n Take full control of your contact centre today by implementing Cytrack business intelligence tools.<\/p>\n Fill in the form below to find out more and get started:<\/p>\n","protected":false},"excerpt":{"rendered":" To measure is to know It was the scientist Lord Kelvin who said, When you can measure what you are […]<\/p>\n","protected":false},"author":1,"featured_media":6220,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-6219","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized"],"acf":[],"yoast_head":"\n
\nThe age of Business Intelligence and Insights<\/h4>\n
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\nWhere does this intelligence come from?<\/h4>\n
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\nBI reporting<\/h4>\n
\nDashboards<\/h4>\n
![\"wallboard](\"https:\/\/www.cytrack.io\/wpv6\/wp-content\/uploads\/3-bi-wallboard-600x436.jpg\")
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\nIVR and voice analytics<\/h4>\n
\nAgent evaluation and training<\/h4>\n
\nCustomer satisfaction surveys<\/h4>\n
\nWe recommend the Net Promoter Score as the metric to determine the highest impact on your Customer Experience. Therefore, we have developed a powerful but simple customer satisfaction survey tool that enables you to ask your customer questions that request a simple 1-10 score.<\/p>\n
\nActivity tracker<\/h4>\n
\nTime to take control<\/h3>\n