{"id":6533,"date":"2024-08-14T09:15:27","date_gmt":"2024-08-14T14:15:27","guid":{"rendered":"https:\/\/www.stratospherenetworks.com\/blog\/?p=6533"},"modified":"2024-08-14T09:15:27","modified_gmt":"2024-08-14T14:15:27","slug":"tech-talks-contact-center-analytics-platform-reduces-agent-churn-by-25","status":"publish","type":"post","link":"https:\/\/www.stratospherenetworks.com\/blog\/tech-talks-contact-center-analytics-platform-reduces-agent-churn-by-25\/","title":{"rendered":"Tech Talks: Contact center analytics platform reduces agent churn by 25%"},"content":{"rendered":"<p data-renderer-start-pos=\"359\"><em data-renderer-mark=\"true\"><img decoding=\"async\" class=\"alignleft size-medium wp-image-6534\" src=\"https:\/\/www.stratospherenetworks.com\/blog\/wp-content\/uploads\/2024\/08\/business-analytics-stock-photo-300x200.jpg\" alt=\"Businessman works on laptop Showing business analytics dashboard with charts, metrics, and KPI to analyze performance and create insight reports for operations management. Data analysis concept. \" width=\"300\" height=\"200\" srcset=\"https:\/\/www.stratospherenetworks.com\/blog\/wp-content\/uploads\/2024\/08\/business-analytics-stock-photo-300x200.jpg 300w, https:\/\/www.stratospherenetworks.com\/blog\/wp-content\/uploads\/2024\/08\/business-analytics-stock-photo-1024x683.jpg 1024w, https:\/\/www.stratospherenetworks.com\/blog\/wp-content\/uploads\/2024\/08\/business-analytics-stock-photo-768x512.jpg 768w, https:\/\/www.stratospherenetworks.com\/blog\/wp-content\/uploads\/2024\/08\/business-analytics-stock-photo-1536x1024.jpg 1536w, https:\/\/www.stratospherenetworks.com\/blog\/wp-content\/uploads\/2024\/08\/business-analytics-stock-photo-2048x1365.jpg 2048w, https:\/\/www.stratospherenetworks.com\/blog\/wp-content\/uploads\/2024\/08\/business-analytics-stock-photo-200x133.jpg 200w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/>To serve as technology consultants to our clients, we need to stay up to speed with the latest IT trends and solutions. To achieve that, our team of IT experts attends weekly training sessions. Our Tech Talks blog series offers a snapshot of these educational<\/em> <em data-renderer-mark=\"true\">sessions.<\/em><\/p>\n<p data-renderer-start-pos=\"630\">A prominent public health agency needed to launch a contact center with over 21,000 agents in just eight weeks for a vital project. The organization turned to a contact center analytics solution in our portfolio for in-depth insight into interactions across all channels.<\/p>\n<p>The analytics platform provided <a class=\"cc-1rn59kg\" title=\"https:\/\/www.stratospherenetworks.com\/artificial-intelligence-for-businesses.html\" href=\"https:\/\/www.stratospherenetworks.com\/artificial-intelligence-for-businesses.html\" target=\"_blank\" rel=\"noopener\" data-testid=\"link-with-safety\" data-renderer-mark=\"true\">artificial intelligence<\/a>, machine learning, translations, and sentiment analysis. Subsequently, the agency gained end-to-end visibility into caller journeys, sentiments, topics, and themes. The solution also helped them automate interactions and gauge the effectiveness of interactive voice response (IVR) and workforce management (WFM).<\/p>\n<p>With the analytics platform, the agency saved 30 percent on quality management and achieved a comprehensive understanding of caller motivations and agent performance.<\/p>\n<p>If you want to gain greater visibility into call center operations and enhance customer and agent experiences (<a class=\"cc-1rn59kg\" title=\"https:\/\/www.stratospherenetworks.com\/customer-experience-employee-experience.html\" href=\"https:\/\/www.stratospherenetworks.com\/customer-experience-employee-experience.html\" target=\"_blank\" rel=\"noopener\" data-testid=\"link-with-safety\" data-renderer-mark=\"true\">CX and EX<\/a>), you should consider deploying the same contact center analytics solution.<\/p>\n<p data-renderer-start-pos=\"1642\"><strong data-renderer-mark=\"true\">Contact center analytics platform: Key features and benefits <\/strong><br \/>\nThis contact center insight and action solution empowers your team to deliver stellar service. Powered by AI and machine learning, the platform can overlay any <a class=\"cc-1rn59kg\" title=\"https:\/\/www.stratospherenetworks.com\/contact-center-as-a-service.html\" href=\"https:\/\/www.stratospherenetworks.com\/contact-center-as-a-service.html\" target=\"_blank\" rel=\"noopener\" data-testid=\"link-with-safety\" data-renderer-mark=\"true\">Contact Center as a Service (CCaaS)<\/a> offering and consolidate data from various other systems.<\/p>\n<p data-renderer-start-pos=\"1960\">Notable features include<\/p>\n<ul class=\"ak-ul\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"1990\">Contact center analytics<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"2018\">Speech and text analytics<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"2047\">Transcription<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"2065\">Quality management<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"2087\">Business intelligence<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"2112\">Reporting<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"2125\">Customer playbook builder<\/p>\n<\/li>\n<\/ul>\n<p data-renderer-start-pos=\"2154\">This offering enables enterprises to understand customer journey data better while ensuring security and compliance. Here are a few key differentiators:<\/p>\n<ul class=\"ak-ul\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"2310\">Pure Software as a Service (SaaS) structure allowing for fast activation<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"2386\">Government and enterprise-grade security<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"2430\">Compliance with PCI DSS, SOC 2 Type II, HIPAA, GDPR, CCPA, LGPD, FedRAMP, and ISO 27001<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"2522\">AI and automation for business users<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"2562\">360-degree view of customer interactions with both real-time and historical data<\/p>\n<\/li>\n<\/ul>\n<p data-renderer-start-pos=\"2646\">The contact center analytics platform is well-suited for businesses with multiple data sources and over 100 agents across all call centers. This offering typically reduces agent churn by 25 percent and increases net promoter score (NPS) by 10 percent.<\/p>\n<p data-renderer-start-pos=\"2902\">Our <a class=\"cc-1rn59kg\" title=\"https:\/\/www.stratospherenetworks.com\/trusted-advisor.html\" href=\"https:\/\/www.stratospherenetworks.com\/trusted-advisor.html\" target=\"_blank\" rel=\"noopener\" data-testid=\"link-with-safety\" data-renderer-mark=\"true\">technology advisors<\/a> are here to help if you want to explore contact center analytics solutions for your business. Our team has extensive experience working with clients to optimize call center operations; we can leverage our expertise, the latest market data, partnerships with leading suppliers, and objective comparison matrices to efficiently identify the top 5 options for your organization based on your needs and goals.<\/p>\n<p data-renderer-start-pos=\"3334\">Get started today by calling 877-599-3999 or emailing <a class=\"cc-1rn59kg\" title=\"mailto:sales@stratospherenetworks.com\" href=\"mailto:sales@stratospherenetworks.com\" target=\"_blank\" rel=\"noopener\" data-testid=\"link-with-safety\" data-renderer-mark=\"true\">sales@stratospherenetworks.com<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>To serve as technology consultants to our clients, we need to stay up to speed with the latest IT trends and solutions. To achieve that, our team of IT experts attends weekly training sessions. Our Tech Talks blog series offers &hellip; <a href=\"https:\/\/www.stratospherenetworks.com\/blog\/tech-talks-contact-center-analytics-platform-reduces-agent-churn-by-25\/\">Read more <span class=\"meta-nav\">><\/span><\/a><\/p>\n","protected":false},"author":7,"featured_media":6534,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[262],"tags":[],"class_list":["post-6533","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tech-talks"],"yoast_head":"<title>Contact center analytics solution lowers agent churn by 25%<\/title>\n<meta name=\"description\" content=\"With a contact center analytics platform, you can gain insight into the customer journey and enhance experiences.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.stratospherenetworks.com\/blog\/tech-talks-contact-center-analytics-platform-reduces-agent-churn-by-25\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Contact center analytics solution lowers agent churn by 25%\" \/>\n<meta property=\"og:description\" content=\"With a contact center analytics platform, you can gain insight into the customer journey and enhance experiences.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.stratospherenetworks.com\/blog\/tech-talks-contact-center-analytics-platform-reduces-agent-churn-by-25\/\" \/>\n<meta property=\"og:site_name\" content=\"Stratosphere Networks IT Support Blog - 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