How To Ensure The Accessibility Of Data Analysis In Companies

Today’s modern world revolves around data. Data is created and collected everywhere and, above all, it is used by almost all companies.

In 2021, some 2.5 quintillion bytes of data are created every day, and that number is expected to double every two years. IDC predicts that the collective sum of the world’s data will grow to 175 ZB by 2025, with a compound annual growth rate of 61%.

The most important thing for companies is not the amount of data that is collected, but knowing how to use it. Data and analytics can help organizations respond faster to market and competitive changes, predict future trends, identify consumer behavior, and spot new business opportunities.

Customer-centric companies know that customer data and analytics are critical to business success, but that insight is often reserved just for data scientists and analysts.

The good news is that today’s analytics tools on the market enable everyone in an organization to explore customer data and instantly find meaningful results, guided investigations, and clear visualizations. Thus, users can gain access to in-depth analysis and fast results, without the need for special training.

How To Ensure The Accessibility Of Data Analysis In Companies

1) Letting The Data Serve As A Guide

Modern analytics tools enable all employees within an organization to use information gathered about agent, customer, and product/service interactions to quickly identify problems and uncover relevant insights.

2) Performing Contextual Searches

It’s a good idea to give employees the context for what data they want to search for, as well as filters so they can find it to discover results and view details.

3) Relating Data Visually

Visual representations of phrases and how they relate to each other within the data and selected metadata filters allow for deeper analysis for non-analysts.

4) Using Boards

The ability to easily view dashboards of metric trends and group them by results allows you to discover insights and patterns. Employees should be able to track important KPIs and thus correlate different data points.

5) Observing The Frequency Of Terms And Correlation With KPIs

Non-analysts need to be able to easily find and view the top phrases and terms being used and drill down into their details to find any related data trends.

Let’s Look At A Quick Example

An employee has concerns about whether a competitor’s promotional offer is affecting the organization’s business. It is unlikely that he would have had access to the data necessary to answer this question himself or, if he had, would have had the time to navigate through indecipherable streams of data in search of keywords or possible connections.

Today, the employee can quickly and easily tap into available data and take action to find the necessary answers about what might be causing the changes. All this on your own as follows:

• Searching the data for common phrases and investigating any connections to other key phrases that together could tell a story about what might be causing a certain customer behavior.
• Confirming that customers call to cancel their service due to a competitor’s promotional offer.
• The company can easily save and monitor data while working with management, marketing, and training departments to address the issue.

Finding and analyzing customer data has never been easier. The functionalities of Enreach’s Omnichannel Contact Center allow access to statistics, reports and data analysis in real time, both by agents and supervisors, providing access to the entire company and facilitating decision-making.