Today’s modern world revolves around data. Data is created and collected everywhere, about everything, and is used by just about every business imaginable. In 2021, an incredible 2.5 quintillion bytes of data was created every day, and that number is expected to double every two years. IDC predicts that the collective sum of the world’s data will grow to 175ZB by 2025, for a compounded annual growth rate of 61%.
What matters most for businesses is not the quantity of data being collected but rather knowing how to use it. Data and analytics can help organizations respond to market and competitive changes faster, predict future trends, identify consumer behaviors, and detect new business opportunities.
Customer-focused companies know that customer data and analytics are central to business success, but that information is often reserved only for analysts and data scientists. The good news is that modern analytics tools available on the market allow everyone in an organization to explore customer data and instantly find meaningful results, guided research, and clear data visualizations. Everyday users can gain access to deep analysis and fast results—no special training required.
Let the data be your guide
Modern analytics tools empower all employees within an organization to utilize the information-rich data collected about agent interactions, customers, and products to quickly identify problems and uncover important insights.
There are four key components to making analytics easy and accessible for anyone.
- Contextual search and playback – Provide users who have a general idea of what data they want to search for, but don’t know enough about the underlying structure of the data, to filter and search metadata, or speech fields, to find and uncover results. They can then play back a specific interaction and view details.
- Visual Data Relationships – Visual renderings of phrase networks and how different phrases relate to one another within the data and selected metadata filters enables deeper analysis, for the non-analyst.
- Dashboards – The ability to easily view dashboards of metric trends, and group by results to uncover insights and patterns is critical. Users should be able to track important KPIs and correlate different data points.
- Frequency of Terms and Correlation to KPIs – The non-analyst user needs to be able to easily find and look at the top phrases being uses and drill down into the phrase details to find any related data trends.
A Quick Example
Take the case of one such customer success manager who had questions about whether a competitor’s promotional offer was affecting the organization’s business. Traditionally, it’s unlikely this employee would have had access to the data needed to answer this question on their own or, if they did, that they would have the time available to wade through streams of indecipherable data searching for keywords or connections.
Today, the manager can quickly and easily harness the available data and take the steps to find the necessary answers about what could be causing the changes, all on their own:
- The manager searches data for common leading phrases and investigates any connection to other key phrases that could together tell a story about what might be causing the change in customer behavior.
- They learn that the search phrases are related to a specific product line, which could inspire them to analyze specific calls or chats.
- The manager confirms that customers are calling to cancel their service due to a competitor’s promotional offer.
- The company can easily save and monitor the data while working with management, marketing, and training to address the issue.
Finding and analyzing customer data has never been easier. Explore Guided Discovery, an intuitive guided search tool driven by Enlighten AI and Interaction Analytics, makes it possible for anyone in an organization to use data and uncover actionable insights. Learn more about how to extend the power of NICE interaction analytics across your organization and put the power of analytics directly in the hands of the everyday user.