{"id":11951,"date":"2020-07-23T08:00:23","date_gmt":"2020-07-23T06:00:23","guid":{"rendered":"https:\/\/icr-evolution.com\/blog\/analisis-y-monitorizacion-de-datos-para-mejorar-la-cx\/"},"modified":"2021-10-18T18:03:11","modified_gmt":"2021-10-18T16:03:11","slug":"data-monitoring-and-analysis-to-improve-cx","status":"publish","type":"post","link":"https:\/\/www.icr-evolution.com\/en\/blog\/data-monitoring-and-analysis-to-improve-cx\/","title":{"rendered":"Data monitoring and analysis to improve CX"},"content":{"rendered":"<p>We all know the importance of <strong>&#8220;big data&#8221;<\/strong> and how large amounts of data and its subsequent analysis <strong>help us obtain relevant information<\/strong> about almost anything. <strong>But are we able to process and understand such a flood of data?<\/strong> Here is where data visualization tools will help us understand what is actually happening and <strong>how are we going to improve the CX of our business<\/strong>.<\/p>\n<h2>Data analysis<\/h2>\n<p>A correct <strong>data analysis strategy<\/strong> is essential to address certain difficulties that may appear between companies and their customers. <a href=\"https:\/\/icr-evolution.com\/en\/blog\/customer-engagement-strategies-to-make-your-clients-happy\/\" target=\"_blank\" rel=\"noopener\">Meeting customer expectations<\/a>, being where they are, and providing excellent support are easy decisions to make when we know how to interpret data in the right direction. <strong>Customer data is a gold mine<\/strong> for the company and can help <strong>increase sales, improve the performance of marketing campaigns and establish support strategies.<\/strong><\/p>\n<h3>What is data visualization?<\/h3>\n<p>At this point, we could ask ourselves what is<strong> data visualization<\/strong>. Well, as its name suggests, it is nothing more than the use of <strong>images as graphics<\/strong> to <strong>visually convey the meaning of a large volume of data<\/strong>. Overall, creating dashboards and charts are an excellent tool for understanding data, recognizing <strong>patterns<\/strong>, <strong>new trends<\/strong>, and <strong>communicating<\/strong> that information to the entire organization.<\/p>\n<p>When it comes to the <strong>customer experience<\/strong>, if you <strong>track every interaction,<\/strong> for example, you are generating invaluable data capable of providing a <strong>greater understanding of their behavior<\/strong>. Individual customer interactions, analyzed separately, may not reflect highly relevant information, but <strong>viewing them all together<\/strong> can illustrate how customers choose to interact with our business and how that is <strong>evolving over time<\/strong>.<\/p>\n<h3>How to apply it to the Contact Center and improve CX?<\/h3>\n<p>Regarding Contact Center operation and how data visualization can also help our agents, we see that making the data of the<a href=\"https:\/\/icr-evolution.com\/en\/blog\/7-kpis-you-should-be-tracking-in-your-call-center\/\" target=\"_blank\" rel=\"noopener\"> main KPIs<\/a> visible can help them meet their objectives, streamline their tasks and take into account key metrics. This is possible when interaction data such as <strong>Satisfaction Rating (SR), First Contact Resolution Rating (FCR), or Time to Resolution (TTR)<\/strong>, are displayed on intuitive and eye-catching dashboards.<\/p>\n<blockquote><p>In short, with easily understandable charts, <strong>customer service team can identify trends and project future results<\/strong> in a much more agile and dynamic way.<\/p><\/blockquote>\n<p><a href=\"https:\/\/icr-evolution.com\/en\/resource\/ebook-kpi-engagement%e2%80%8b\/\" target=\"_blank\" rel=\"noopener\"><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone size-large wp-image-11356\" src=\"https:\/\/icr-evolution.com\/wp-content\/uploads\/2019\/07\/BANNER-KPI-EN-1024x240.png\" alt=\"\" width=\"800\" height=\"188\" srcset=\"https:\/\/www.icr-evolution.com\/wp-content\/uploads\/2019\/07\/BANNER-KPI-EN-1024x240.png 1024w, https:\/\/www.icr-evolution.com\/wp-content\/uploads\/2019\/07\/BANNER-KPI-EN-300x70.png 300w, https:\/\/www.icr-evolution.com\/wp-content\/uploads\/2019\/07\/BANNER-KPI-EN-768x180.png 768w, https:\/\/www.icr-evolution.com\/wp-content\/uploads\/2019\/07\/BANNER-KPI-EN-1536x360.png 1536w, https:\/\/www.icr-evolution.com\/wp-content\/uploads\/2019\/07\/BANNER-KPI-EN-2048x480.png 2048w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>If you need to see in a more intuitive way the data of the operation of <a href=\"https:\/\/icr-evolution.com\/en\/\" target=\"_blank\" rel=\"noopener\">your contact center<\/a> or the customer journey, do not hesitate to <a href=\"https:\/\/icr-evolution.com\/en\/contact\/\" target=\"_blank\" rel=\"noopener\">contact us<\/a> and we will be happy to help you!<\/p>\n<p>&nbsp;<\/p>\n<p>[click_shortcode link=&#8221;https:\/\/info.icr-evolution.com\/demo\/?utm_source=blog&amp;utm_medium=post&amp;utm_campaign=%20-%20general%20-%20demo&#8221; title=&#8221;Resquest a demo&#8221; main=&#8221;Request a demo of our software&#8221;]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>We all know the importance of &#8220;big data&#8221; and how large amounts of data and its subsequent analysis help us obtain relevant information about almost anything. But are we able to process and understand such a flood of data? Here is where data visualization tools will help us understand what is actually happening and how [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":11981,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[1],"tags":[105,104,108],"class_list":["post-11951","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-innovation","tag-actualidad-de-los-contact-center","tag-customer-experience-en","tag-tendencias-y-novedades-de-los-contact-center"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Data monitoring and analysis to improve CX - ICR Evolution<\/title>\n<meta name=\"description\" content=\"Learn to use data to improve CX and increase your performance and level of sales. 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