Quality News: What will Process Analytics bring in 2016?
As we approach the end of each calendar year, predictions have a way of taking center stage for everyone. Everything becomes a prediction from which celebrities will split, to what will be the biggest box-office hits and everything in between. The corporate world is the same; in fact, it’s really essential for any corporation, large or small, to be looking ahead and anticipating what trends are likely to impact their business.
The world of quality control is no different. Ours is an industry that monitors the quality of customer service interactions. One of the peculiarities of our business is the ever-changing technology that impacts almost everything we do, so for our industry, knowing what types of changes are on the horizon is essential. So, what is on the horizon for quality monitoring and more specifically, the process analytics piece of quality monitoring?
Process analytics, sometimes called “business process analytics,” is the means by which call centers analyze how effective and efficient the processes of a customer service are. At HyperQuality, we supply our customers with a tailored range of scientifically validated high-performance solutions that save time and money and ultimately serve to increase efficiency.
Those goals most likely won’t change. However, the latest predictions might shift the scope of how HyperQuality approaches quality process analytics.
Two trends: real-time predictive analytics and extreme collaboration
Process analytics First, what exactly are predictive analytics? Predictive analytics is really just fancy guesswork: it tells you what might happen in the future based on existing data. Basically, this allows companies to look at existing data sets and extrapolate patterns to predict future trends.
Extreme collaboration Extreme collaboration, sometimes abbreviated XC, is basically an environment where people can come together to work on a common goal. How will these two pieces come together and affect process analytics?
According to a recent article published by Hewlett Packard, both will rely more on Artificial Intelligence. Artificial Intelligence, or AI, has often been portrayed (thanks to sci-fi movies) as an autonomous robot that will ultimately take over the human race. Well, ok, maybe that’s a little extreme, but there has always been a sense that the more we rely on AI, the less we will need the human factor. However, according to this report, “the ability to analyze big data can deliver distributed machine intelligence that complements human ability ultimately making both humans and machines more effective in addressing a wide range of social and business needs.” Basically, we need the human factor in order to implement the data that the AI has provided.
And in To the Best of Our Knowledge’s recent radio program Automate It, David Krakauer, Director of the Wisconsin Institute for Discovery, professor of genetics at UW-Madison and external professor at the Santa Fe Institute, assures us that, even in cases of machine learning, robots will only take over the world if we program them to do so.
What results can we expect?
According to the Hewlett Packard article, there are several benefits big data analytics will deliver to businesses in 2016. The key effects for call center customer care are:
Choice in the multi-channel world: with the advent of numerous channels of communication such as mobile and social media, there is a great need in the call center, for technical support to be available to support those channels. If it is not, this impacts the customer experience in a negative way. Big data analytics can help organizations, including the call center, to become more “channel agnostic,” meaning they can analyze data quickly and accurately regardless of the channel being used, because Big Data analytics can support a frictionless cross-channel process.
Automated personalization: In 2016, we can expect to see machines do a better job of analyzing what we’ve called in the past, “squishy details” such as tone of voice, facial expressions and other forms of non-verbal behavior. Until now, those non-verbals have only been gathered by human intelligence; however, big data is now able to interpret what’s called “unstructured data.” Combine this with the vast quantities of structured data, and that provides a wealth of information the call center agent can use in serving their customers. In addition, big data analytics can also provide a smoother customer experience as it provides a history of every point of contact for the customer.
Of course, these are predictions, but if these predictions come true, we can expect many positive results in the contact center, including superior levels of customer service, revenue growth, cost reduction and risk avoidance.
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