Analytics is at the heart of any business transformation strategy.
No matter what your company wants to accomplish, from increased engagement to better customer service, the road starts with in-depth data and investigation. For years, companies have invested in tools for workforce and call analytics, and the demand for these solutions has only grown with the arrival of COVID-19 and the remote work revolution.
However, the change in the work landscape could also be paving the way for a new kind of analytical experience. Collaboration analytics – a term coined by leading customer experience company, Tollring- concentrates on driving better insights into all parts of the collaborative journey.
So, what exactly would collaboration analytics look like in the future of the communications technology stack? What kind of capabilities would these tools need, and how would they improve visibility and innovation for modern teams?
Understanding Collaboration Analytics: The Basics
Recently, we spoke with Tollring about the new “Analytics 365” option they were launching for Microsoft Teams. The team told us that this “collaboration analytics” service would go beyond things like call recording management and call quality insights. Instead, the focus is on giving teams a complete view of their entire collaboration ecosystem.
According to Tollring, collaboration analytics promises some pretty amazing outcomes. With the right overview of your technology, you can get a better insight into everything from employee engagement and wellbeing to performance and productivity.
The idea of collaboration analytics makes a lot of sense when you consider the direction that most businesses are moving in today. Driven by the rise of remote and “anywhere” work, companies are beginning to build their UCaaS stack around their collaboration tools. Microsoft and Zoom no longer just offer video conferencing or chat. These tools provide a complete environment for unified communications, complete with business phone access.
In this landscape, evaluating business processes and the customer journey doesn’t just mean looking at call quality and standard call analytics. Companies that want to see what’s going on behind the scenes in their organisation need to look at all of the environments where people collaborate. This means gaining visibility into video meetings, online messages, and file sharing too.
Discovering how Teamwork Works
Tollring’s Analytics 365 offering paints collaboration analytics as a comprehensive solution for viewing the entire teamwork experience. There’s a dashboard where you can track trends in team performance, and look at things like calling metrics, app usage, team activity, and even call distribution. You can see how employees are using messaging and reaction and get a behind-the-scenes overview of things like team sentiment.
Essentially, collaboration analytics gives businesses a more complete understanding of the key drivers of productivity in the workplace. When you know how your employees work, you can also see what helps team members to work more effectively together. As we all know, more productive and collaborative staff members lead to happier, more satisfied customers. Companies could even discover how engagement levels in a collaboration chat application correlate with the speed at which an agent can address a customer query or overcome a problem.
You’d be able to see how many meetings your employees had organised, and how many people were actually participating in those meetings. You could look at the number of video calls service teams are having with customers, and how many interactions agents have with specialists in your staff. Tollring’s service even allows companies to filter activity by user and see how trends for collaboration are changing over time.
These days, we’re collecting more data than ever before – not just through calls with customers, but through the interactions that team members have on the back-end too. Being able to have a complete view of all that data, and how it leads to important business outcomes could be the key to running a more successful company in the years to come.
Is Collaboration Analytics the Future?
There’s no arguing with the fact that the business landscape is changing. The way that teams interact with clients, and each other is shifting on a global scale. Right now, most companies are still learning what works best for their staff and their clients. It seems like the best way to determine what your strategy should be going forward would be to look at the collaboration experience on a deeper level.
Collaboration analytics could be the next end customer and channel opportunity, giving resellers an opportunity to really strengthen their analytics proposition. Imagine being able to tell your customers that you can give them insights into what’s working in their business based on more than just voice? Being able to report on meetings, messages, calls, and videos across the UCaaS stack is an exciting opportunity and something that’s bound to deliver plenty of value.
Innovators like Tollring are clearly paving the way to a new age of analytics here. The Analytics 365 product delivers things like insights into meeting habits and sentiment analysis that could change the way managers handle remote teams on a massive scale.
What better way to drive the right results in your business than to find out what’s driving productivity and efficiency in your organisation on every level?
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