Customer intelligence explains and analyzes customer behavior. It can tell you which channels your customers prefer, and more importantly, it provides the details call center managers need to know to personalize and interact with them on a multitude of channels.
Customer intelligence can be found by mining your CRM for campaign and interaction data to develop an understanding of historic actions that can give you insights to predict what customers are most likely to need next.
Customer intelligence platforms collect business performance data from disparate systems and sync it based on search queries to transform it for analysis-ready reporting.
More Customer Intelligence Resources for Your Call & Contact Center
Business intelligence and performance analytics are just two of the many ways LiveVox helps you manage your workforce.
Using customer intelligence in practical and creative ways can help to maximize performance, reduce risk, and improve satisfaction for both customers and agents.
While contact center leaders may be the guardians of the richest source of customer intelligence, data democratization is key to eliminating data silos and a fragmented view of the customer.
If you have a mortgage website or app, consider adding a personalized recommendation feature. This could include offering tailored loan options based on the customer’s individual needs and preferences.
Artificial Intelligence (AI) is changing the way contact centers operate. From standardizing interactions with customers, to 24/7 availability, to analyzing conversations that provide valuable information to businesses, AI is the new necessity for improving customer service.