Bumicom offers its clients a managed analytics service. With the managed analytics service, we support organizations in carrying out analysis work. The applications are as wide as the mind can imagine. Almost every conceivable hypothesis can be tested relatively quickly.
The managed analytics services we offer include:
Our analysts work closely with the employees of your organization to perform analyzes and share analysis results with them. The next step is to determine what it takes to translate the results into improvements for your organization, so-called business improvements. After implementing improvements, analysts closely monitor impact and trends to measure their success.
Bumicom's managed analytics service gives your organization direction and focus. This gives your organization the right insights based on complete reality. Subsequently, decisions from your organization are better founded and the energy for improvement can also be focused.
If you have the metadata from the existing intelligence linked by Bumicom to Nexidia, your organization can obtain insights even more easily.
Managed analytics gives your organization a better picture of the customer experience because, for example, the sentiment and voice of the customer can be analyzed. By knowing how customers really experience the service and service, your organization can take targeted actions for improvement.
Because topics in interactions such as telephone conversations are automatically detected, this can be reported automatically. This increases the deployability of agents within your organization and reduces the administrative burden.
With the full data available, it is clear to what extent laws and regulations and agreements are actually being complied with. This can be achieved, for example, by automatically measuring whether the correct control questions are asked and by detecting fraud cases.
An obvious application of managed analytics is the quality improvement of telephone calls. For example, it is possible to report on language of doubt in conversations. The agents who use a lot of doubtful language can be coached specifically. To support this coaching on themes, we build dashboards that show at a glance which employees fall outside the bandwidth on certain themes. Targeted coaching saves FTEs, increases the effectiveness of coaching and increases the employability of employees who do not need to be coached.
By using managed analytics, the unknown causes of repeat traffic, call transfer, Average Handling Time (AHT) and silence time within calls become clear. These insights can be used to improve quality and reduce costs.
Disruptions can be detected near real-time by means of a query on the current telephone calls and guided to the correct processes.
How do customers respond to marketing campaigns? How can we better attune to the needs of the customer? These kinds of questions are answered quickly and easily by better business intelligence.
Would you like more information about managed analytics? Or are you curious about what Bumicom can do for your organization? Get in thouch with us. We are happy to discuss how we can be of service to you.
