Call centers are working hard to constantly improve the quality of service offered to customers, and to enhance their own productivity. One good way to achieve both these objectives is to match the right customer service agent to every customer. While this is difficult to implement manually, it is possible to use sophisticated algorithm to find this right match.
Such an algorithm has been developed by Transera, a company located in Sunnyvale, California. This company specializes in providing cloud-based solutions for distributed contact centers. As a part of its unique range of products, Transera has come up a new solution that will connect the right customer agents to service the needs of customers.
To achieve this connection, this solution analyzes data about the employees to predict the future performance of every call center agent. It also analyzes the skills and abilities of each agent, and based on this analysis, it assigns an agent to a call. Along with customer service agents, the software also prioritizes customers based on their needs. This prioritization makes it easy for companies to group customers into different segments, and to assign the right agents for each group.
To achieve these results, transera engaged in four stages of analytics, according to destinationCRM.com. The first stage is to collect information from different data centers using big data tools such as Hadoop and NoSQL. In the second stage, the information is used to identify correlations and trends that have a bearing on the performance. During the third stage, predictive models were used to predict agent performances and customer’s needs, and in the last stage, the software solution provided appropriate recommendations to improve call center operations.
In short, this analytical product by Transera is unique, and has the potential to help call centers achieve its business goals.