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May 23, 2023

Real-Time Analytics for Broadband Customer Support Centers

In today’s fast-paced business environment, broadband customer support centers need real-time analytics to provide top-notch customer support under pressure. One of the biggest challenges contact center managers face is the ability to react quickly to unexpected events. These events may include spikes in the volume of incoming customer interactions, longer call lengths, and agent absences.

ETI Software’s CRM platform, powered by Microsoft Dynamics 365, offers a cloud-based solution that helps network operators provide unparalleled customer service through real-time analytics.

Using Real-Time Analytics to Improve Customer Service

Here are some of the ways that ETI’s CRM solution helps broadband customer support centers:

  • Monitor customer interactions with real-time analytics: Supervisors can monitor the volume of interactions and wait times across all channels in real-time, providing them with the information they need to make informed decisions. The auto-refresh capability ensures that supervisors have up-to-date information at their fingertips.
  • Summary of real-time omnichannel analytics in Customer Service workspaceMaximize agent utilization: Agent allocation is crucial in managing customer interactions efficiently. With real-time analytics, supervisors can track the current available capacity of agents and monitor what each agent is currently working on. Supervisors can drill down and see detailed metrics for each agent. As a result, this capability helps supervisors make informed decisions about how to allocate resources, ensuring that the right agents are handling the right interactions at the right time.
  • Proactively monitor customer-agent interactions: Customer sentiment is a crucial factor in providing high-quality service. With the ongoing conversation report, supervisors can proactively monitor customer-agent interactions using real-time sentiment signals. This allows them to identify any issues in real-time and provide immediate guidance to agents. Contact center supervisors can ensure that agents are providing the best possible service, resulting in improved customer satisfaction.
  • Take immediate actions: Contact center managers often need to perform actions such as overriding agent status or assigning customer interactions to agents when they experience a sudden spike in volume. With real-time analytics, supervisors can do the following:
    • Assign, transfer, and force close actions directly from ongoing conversation reports.
    • Override agent status to route the customer conversation to the agents.
  • Customize Reports: Analyzing data is essential in identifying areas for improvement. With Dynamics 365 Customer Service real-time analytics for omnichannel, supervisors can pause and resume data refresh to analyze the data at their own pace. Additionally, they can personalize out-of-the-box reports by saving filters, allowing them to focus on the data that is most relevant to them, and gain actionable insights.

ETI Software’s CRM solution is a powerful tool that can help broadband customer support centers improve their performance and provide a better customer experience. For more information, contact us today!