What is an ‘Opportunity’ in OI?
Opportunity types are inquiries further classified into quadrants using the lenses of 'Is this inquiry valuable to the business?' and 'Is this inquiry valuable to the customer?'.
'Inquiry' is the second layer of classification of customer demand at OI. Think of this as the specific reason for making contact. Inquiry here refers to the main topic of the interaction, specific to the root cause.
Once understood these can be leveraged to identify opportunities for improvement and measure success of any initiatives or projects that impact the inquiry or quadrant in question.
Here are the most common Opportunity Types Identified:
Enable Self-Service
These interactions are valuable to customers, but not necessarily valuable for the organization to service in contact center channels. Organizations should aim to enable and migrate as many of these interactions as possible to self service or automated channels.
Make it Easier
These interactions are valuable to the business or organization, but not valuable to customers to spend their time doing. Organizations should aim to make these types of interactions as easy as possible for customers.
Pain Point
These interactions are not valuable to the business or to the caller, generally organizations would benefit from eliminating as many of these interactions as possible.
Value Generating
These interactions are valuable to the business and are examples of where a contact center channel is providing value or generating revenue.
To access the Opportunities overview page:
Go to the OI dashboard (get to the dashboard from any page by clicking the “OI” icon in the top right corner of any page)
Click ‘Opportunities’ at the top of the dashboard
Opportunities overview shows the customer demand opportunities for your organization ranked by volume in descending (high to low) order from left to right.
By default this page will show:
Date range filtered to the most recent 3 months that data is available for
All models (if your organization has more than one)
Summarized view
Dig deeper into the Opportunities overview page
Opportunities overview - detailed view
From the overview page you can switch between the summarized and detailed view using the toggle in the side menu on the left of the screen.
The detailed view will provide the following information:
Opportunities by cost, sentiment and volume
All opportunities
Opportunities over time
Opportunities by queue
Click on an opportunity to drill down to the single opportunity page. This will show you the breakdown of inquiries within that opportunity.
Tip: You can also change to a detailed view on the single opportunity page to view more information about a particular opportunity type.