Contact centers have been some of our most successful implementations. And with good reason- their multiple feeds of streaming data all happen in real time, but the tools contact centers use to visualize and analyze those streams are inadequate.
Why? Because the data was coming into spreadsheets, which then got turned into charts and graphs the next day. And that's the key point: the next day.
Contact centers are busy places- their data happens in real time, so should their analysis.
A Change in Management
We've written about the change in management style that usually accompanies a business implementing VisualCue, and the feedback has been unequivocally positive. The style, called "plugged-in management," refers to being plugged in to your data and making business decisions based on it.
But we discovered that for contact centers there was a catch- the key to being plugged in means making decisions in the moment. You can't make a decision in the moment unless you understand the data. Outside the realm of professional data scientists, there are precious few people who can look at a spreadsheet and make an informed decision to improve performance in that moment.
VisualCue for contact centers fills that gap. Our intuitive visualizations translate data into a language anyone can immediately understand. Now you can look at your data and know what to do to improve: essentially, we've made you the fastest data analyst in the world, simply by changing how you look at the information.
Contact centers around the country were some of the first businesses to catch on to this idea, and the results have been amazing.
[ut_alert] Just months after applying VisualCue, one contact center in Brazil reported a 22% increase in sales. [/ut_alert]
Other contact centers discovered that VisualCue was so easy to understand that all of their employees could do it. So they put VisualCue on large monitors in their offices where employees could see their status change throughout the day, as well as the status of their coworkers.
The result was astounding- essentially, the employees started competing with each other to see who could get the most sales and stay within management expectations. No one wanted to be that guy with all of his icons in red while everyone else was green.
VisualCue has been introduced to both large and small contact centers with amazing returns. And it's all because of the changes that come from actually being able to use your data and a transparent presentation layer that opens up that information to the employees.
Until next time,