Better Call Center Management with Digital Visualization

February, 19 2020 3:29 pm

Being able to see figures and facts is an important aspect of success when growing and improving your call center’s approaches. Data visualization has long been a focus of these improvement strategies for contact centers, BPO organizations, and more. These days, though, this visualization is its own approach - and its entirely digital.

Digital visualization allows for better interaction with data and a better understanding of the figures being examined. It allows for companies to make more meaningful adjustments based on the information presented - and access that information whenever necessary.

Ready to learn more about how great digital visualization can improve your call center from the inside out? Check out all the ways seeing it in living - digital - color can help your team put your data to better use:

Making Everyone on Your Team Profitable, Faster

One of the biggest hurdles when it comes to the learning curve that new agents undergo when training into their positions is becoming profitable. This means going from having money spent on you to actually making money for the company. Typically, this takes a while - especially when your job is complicated, like it is for those who spend large amounts of time deciphering complex data.

Thankfully, there are ways to shorten the amount of time it takes for new employees to become profitable - even those with relatively little experience before being hired. Digital visualization helps with this, since data sets are easy to analyze and understand. Your newer and less-experienced employees will be on the same page as your veterans, quicker than you imagined possible.

Keeping Fraud, Flaws, and More in Check

With the heavy reliance on accurate data that is inherent to the customer service industry, it’s no wonder that anomalies such as fraudulent or forged data, flaws, and other issues can cause major concerns. The problem is, while numbers may not lie, the hands that enter them into systems are usually human - and are prone to make mistakes or cut corners to save time. When these missteps results in mistakes, it can impact everyone and everything down the line. Minimize this with the visibility of anomalies in data visualization and keep things on the level, always.

Save Time with Digital Visualization

If your business is like just about any other, saving time is a priority. Not only does this allow you to be more productive with the time you have, it also allows you to keep costs to a minimum.

Using valuable time trying to decipher what a graphic presentation of data means is one more way that you could be flushing money down the drain. Thankfully. With good visualization, you won’t need to worry about that. Keep those pipes clear by keeping your data easy to understand.

Answer Specific Questions

When data sets are presented traditionally, it can be difficult to really examine the information and take it apart to determine how well specific questions are being answered. With that in mind, going the digital route is beneficial because it gives agents and managers the opportunity to dissect data based on the answers to specific questions. This may include queries about how certain divisions are performing, how specific agents are doing, or other detailed questions that larger data sets would be hard to use in answering.

Balancing Aesthetics and Actual Reporting

The problem with many traditional methods of presenting data is that they are not visually appealing - and if they are, they often lack function. This is because traditional reporting does not allow for adjustments to be made that will strike the balance between these two.

Why does aesthetic appeal matter? Because agents are more likely to gravitate toward and utilize graphics and figures that they like the look of. This doesn’t mean it has to be in their favorite color or the font they like most. It’s about presenting information ins a way that is not intimidating or overwhelming - and looks both useful and attractive. Only digital visualization can deliver on that delicate balance.

Highlight the Most Important Information

Sometimes, it can be difficult to demonstrate exactly why something is so critically important. Whether it is because of a lack of experience on the part of your agents or because your management team hasn’t gone into enough depth, these gaps in understand can lead to agents under performing in key areas - and consumers not being served properly.

Avoid this in your center. Use digital presentations to grab and highlight key figures. Show your agents exactly what you’re expecting from them so they can work toward these goals. This way, they can deliver on these expectations - and you can deliver on them to consumers.

Using Animation to Create Dynamic Demonstrations

When looking at traditional graphics, figures are stationary and information is presented in fixed points. This can be a major disadvantage, especially when you want to show trends - something that is very important in the world of customer service. Keep up with the ever-changing needs of your facility and consumers base with the use of animation - just one of the many advantages of presenting data through the dynamic means of digital visualization.

Some metrics change weekly. Some may change daily, or even be constantly fluctuating. With the animations and other features that are possible with digital formats, you no longer have to settle for snapshots when you can have live streams of this information. Figures that are changing on a near-constant basis can be presented as such - and agents can enjoy up-to-the-minute presentations of this information.

When you’re ready to overhaul the way you present and analyze your company’s data, call the industry experts at ChaseData. Digital visualization is easy with the tools and technology we provide. Outfit your operations with the software solutions you need to better use the data you already have. Give us a call today to learn more!

Recent Posts