How to unearth your data's hidden value with a multichannel strategy

How to unearth your data’s hidden value with a multichannel strategy

Did you know you’re sitting on a gold mine? Gold, these days, equals data. But you’re missing the pick to exploit it. So, how to make your employees aware of the real value of your data? The thing is, you should change your mindset and switch to a multichannel strategy.

Think outside the ‘call center box’

Visual Management can be very effective, provided you share information in the right way. And that’s where many companies go wrong. Most performance and communication boards in contact centers only display standard information. But even though you might consider it convenient to simply show agents the call flow, this tradition won’t take you far these days.

The truth is, there is a myriad of valuable information waiting to be shared. But that data is stored in other systems, so you’ll need to think (and look!) outside the traditional ‘call center box.’

Retrieving data from other systems: practical examples

How to unearth your data’s hidden value with a multichannel strategy? We’ll share a few examples.

Based on information from your CRM system, you could identify your high-, medium-, and low-level customers. If the queues turn red, you can prioritize those customers that you simply cannot afford to lose.

It’s also possible to start from business and revenue models. You can use these to determine a call’s turnover potential. The higher the opportunity, the more important the call.

Another option is to categorize incoming calls based on zip codes. In some countries, such as the Netherlands, dialects vary strongly from one region to the other. Some customers may feel more comfortable speaking with someone who’s from the same region, as there won’t be any intelligibility issues. If that’s the case, it might be a good idea to have them talk to an agent they can identify with!

Do you feel inspired? And would you like to discuss an information sharing strategy? Please don’t hesitate to contact us. We’d be happy to perform a Quick Scan and explore your Visual Management opportunities.

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