Contact Center CX

To meet today’s increasing demands, businesses need to communicate and collaborate more efficiently. Communication needs to be timely and effective, reaching people where and when they want to be reached, at the office, at home or on the go. Collaboration needs to include a broad range of individuals, cross geographic and organizational boundaries and be integrated with business processes.

To gain a competitive edge, contact centers and enterprises have increasingly adopted and invested significant capital in analytics tools and platforms. But even so they are missing a crucial benefit: business insight. Most analytics tools are dashboards that measure things you explicitly tell them to look for. What they often lack is the ability to deliver insights you weren’t looking for.

RealTek’s consulting and professional services developed a new and innovative approach to CX analytics. Our approach creates insights by incorporating data science and data lake fine-tuned by customer contact center experts.

RealTek’s simplistic four step process optimizing effectiveness:

1. RealTek’s consultants and professional services specialists will gain a full understanding of your business goals and objectives to ensure we help you accomplish in what matters most to your business.
2. RealTek’s consultants and professional services specialists will analyze the structured and unstructured text from your historical customer interactions: CRM transcriptions, “voice of the customer” feedback, reviews, surveys, social media, emails, web chats, and other potential sources. From this data we create “topic models” which are driven by machine based learning, not directed key words.
3. Correlating that data against intent selections from your webpage, ACD or IVR to help measure the accuracy of existing reporting, or survey data to help define which customer interactions have the greatest impact on NPS.
4. Finally, our consultants use these insights to develop custom tailored and realistic based actionable and reliable recommendations for CX improvement.