Customised Data Dashboard for Contact Centres by Focussing on Customer Identification

Abstract

The main touch point of any organisation is its Contact Centre (CC) where about seventy percent of all customer interactions are handled. The first task of these centres is customer recognition. Wrong identification leads to customer dissatisfaction, which consequently affects Customer Service Representatives' (CSRs) emotions. CSR fatigue is a known problem in CCs and one of their main issues is the high rate of CSR attrition. Therefore, CSRs need good support such as having the required valuable information within CCs along with advanced data analytic tools and techniques that make their job of customer identification more efficient. In this paper, we propose a customised Customer Identification (ID) dashboard that provides a summary of customers' profiles to the CSRs. We propose a heuristic algorithm which measures the difficulty of customer identification based on his/her name. This information allows the CSR to know beforehand how much effort is required to ensure that the customer is identified as quickly as possible.