Customer Service Teams
Elevate Efficiency and Customer Satisfaction With Real-Time Data Into How Your Team Operates
Analytics 365 transforms the way your customer service teams operate within Microsoft Teams, offering comprehensive data-driven insights that drive efficiency and elevate customer satisfaction. Harness the power of our reports to enhance collaboration, communication, and propel your customer service team towards unprecedented success.
Trusted By Businesses Worldwide
How Analytics 365 Works
How Analytics 365 Benefits Customer Service Teams
Analytics 365 is your key to transforming the customer experience by providing comprehensive insights that align internal performance focus with external customer experience goals. Unlock detailed insights into communication dynamics, equipping managers with essential information for strategic decision-making.
Enhance Team Synergy in Your Customer Service Force with Analytics 365
Call Volume Trends
Efficiently manage resources by visualizing call volume trends. Identify peak hours to strategically allocate resources, enhancing productivity and customer service opportunities. This enables your team to optimize their approach for maximum customer engagement and informed decision-making.
Call Summaries by People
Profile individual activities for a detailed analysis of each team member’s performance. Utilize this data to refine strategies, improve communication, and tailor client engagement approaches. This empowers your customer service team to excel in interactions and deliver impactful results.
List Unreturned Missed Calls
Use this metric to promptly identify and follow up on missed calls, ensuring every potential lead is captured. This proactive approach significantly contributes to customer service success and strengthens client relationships by preventing missed opportunities.
Wait Time Trends
Analyze call abandonment rates to enhance response times and customer satisfaction. Insights into ring time trends allow your team to optimize responsiveness, improving the overall customer experience and reducing call abandonment.
Network Quality %
Maintain a high level of customer service with Network Quality % metrics. Address issues with agents’ connectivity to guarantee seamless and effective interactions with customers. Ensure your customer service team consistently delivers high-quality communication for exceptional service.
Team Overview
Quickly assess your customer service team’s effectiveness and customer engagement with the Team Overview card. Streamline customer service strategies, ensuring a comprehensive understanding of team dynamics and performance. Gain actionable insights to optimize collaboration and drive success in every interaction.
People Summary
Gain a holistic view of individual customer service activities using the People Summarymetric. This card offers valuable insights to guide performance improvement plans, allowing targeted enhancements to individual contributions within the customer service team. Understand each team member’s communication style and effectiveness to empower them for greater success.
Team Engagement
Leverage insights from customer service calls and messages with the Team Engagement metric. Enhance client interactions and promote effective collaboration within the customer service team for optimal results. Empower your team to maximize engagement, fostering a positive and collaborative environment that contributes to overall customer service success.
Message Trends
Reviewing messaging trends is crucial for understanding customer engagement and the overall well-being of your customer service team. Message Trends offers valuable insights to shape effective communication strategies, ensuring a positive impact on both clients and the customer service team. Stay informed about communication patterns to drive success in every customer service interaction.
Message Sentiment by People
Gain deep insights into the emotional trends that impact team morale and individual wellbeing with the Message Sentiment by People measurement. By comparing message sentiments among individuals, this card provides a nuanced understanding of the team’s emotional dynamics. For customer service teams, this is instrumental in creating a supportive and healthy work environment, ensuring positive communication dynamics that contribute to the overall wellbeing of each team member.
Scheduled Meeting Habits
Unlock insights into your team’s meeting habits with Scheduled Meeting Habits metrics in Analytics 365. This data focuses on specific aspects such as the number of last-minute and out-of-hours meetings. This targeted analysis contributes to a positive and supportive work environment, prioritising the well-being of customer service team members.