Eighty percent of companies say they’re collecting enough data to measure business performance, but studies show only six percent are extremely satisfied with their ability to use consumer engagement data. Are you still using spreadsheets? Think it’s too complicated to make the jump to integrated analytics? We think not. Here are the top 9 myths debunked.

1. 9 Myths That Keep
Customer Experience
Data Locked in the
Server Closet

2. Eighty percent of companies say they’re collecting enough data to measure
business performance, but studies show only six percent are extremely satisfied
with their ability to use consumer engagement data. Are you still using
spreadsheets? ink it’s too complicated to make the jump to integrated analytics?
We think not. Here are the top 9 myths debunked.
80% OF COMPANIES SAY
THEY’RE COLLECTING
ENOUGH DATA TO
MEASURE PERFORMANCE
6% OF COMPANIES ARE
EXTREMELY SATISFIED
WITH THEIR ABILITY
TO USE DATA

3. SIZE MATTERS
You need to have thousands of seats to
make analytics worth it.
1.
Even the smallest contact centers can take advantage of
the data they’re gathering with cost-eective, scalable
solutions. Create insight and discover the most important
metrics for your business – whether you have five seats
or 50,000.

4. INFORMATION OVERLOAD
2. You’ll have too much data.
You’re already collecting the data, and analytics can
liberate it from the server closet, providing incredible
insight into the customer experience. Find out how your
agents are doing and truly measure the voice of the
customer with analytics

5. KNOW IT ALL
3. You already know what’s happening.
Even if your gut is right a majority of the time, analytics give
you the power to see and know more. Uncover emerging
trends or simply use hard data to back up your instincts.
Don’t guess; get the directional guidance from analytics and
make data-driven decisions to drive real business results.

6. You have to create order and solve
everything right away.
4.
COMPLETE PICTURE
e easiest way to implement analytics is by starting with
the information you already have, and oen for QM and
compliance. Once you’ve made the early wins in these
areas, you can make the case for more integrated analytics
across the enterprise.

7. MULTIPLE PLATFORMS
You need disparate solutions for dierent
types of analytics.
5.
Speech, text and desktop require multiple systems, right?
Wrong! e right solutions exist that bundle all the analytics.

8. You have to spend eight months and
deplete resources to implement analytics.
6.
TIME CONSTRAINT
Analytics can be turnkey, ecient to deploy and simple to
turn on. Solutions today are ready-made to integrate with
your existing infrastructure and ACD. And deployment
takes days, not months.

9. You have to struggle with a complicated,
confusing interface.
7.
OVER ENGINEERED
e beauty of analytics is they bring order to chaos and
present information through a simple visual interface – built
by data scientists and designed for real people. Empower
your team with the right data and drive performance.

10. ROBOT CITY
8. You will start replacing people.
Customer service analytics are meant to fuel human
interactions, not replace them. Find the tools designed to
empower the people in your contact center, giving them
the data they need to improve and accelerate.

11. You need to hire highly trained data
scientists to work with the information.
9.
NUMBER MUNCHERS
Leading contact centers gauge the eectiveness of their tools
by identifying what metrics can measure performance.
Customer retention, Net Promoter Score, first call resolution:
truly evaluate which KPIs drive business performance and
elevate the results all the way to the C-suite.

12. 17.8% INCREASES IN CUSTOMER
SATISFACTION RATES
FOR “LEADERS”
3.9% DECREASES IN CUSTOMER
SATISFACTION RATES
FOR “FOLLOWERS”
All myths aside – it’s about creating business value with analytics, and the top 30%
of contact centers embracing workforce optimization technology and analytics
enjoy 17.8% increases in customer satisfaction rates year over year, compared to a
3.9% decrease by the rest. (e Aberdeen Group, Omer Minkara, May 2014)
Analytics in the contact center are proven to drive KPIs across key metrics
including first call resolution, cross promotions and overall customer satisfaction.

13. According to Aberdeen, companies with strong “voice of the customer” analytics:
IMPROVE THEIR ANNUAL REVENUE BY 10.9%
YEAR-OVER-YEAR.
DECREASE THEIR CUSTOMER CARE COSTS BY 6.3%
YEAR-OVER-YEAR (VS. A 2.0% ANNUAL INCREASE FOR
THOSE THAT DON’T).
ENJOY YEAR-OVER-YEAR IMPROVEMENTS TO THEIR NET
PROMOTER SCORE 3X GREATER THAN THOSE THAT DON’T.

14. At Calabrio, we’re committed to accelerating
business performance in the contact center
by creating analytics solutions for everything
and everyone. But you can start small to
gain big results.
Forget about the myths and find out how
analytics are driving the next generation of
customer experience today.
www.calabrio.com