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Everything (well, most everything) you would want to know about Metadata and how contact centers can use and benefit from it.
Calabrio Shorts is a fun-sized podcast that covers all sorts of topics around the contact center industry. No topic is off-limits as we cover frequently asked questions, industry trends and definitions, and yes, we will have fun doing it.
Shorts Metadata
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[00:00:00] Welcome to Calabrio shorts, where we take a range of topics for the contact center industry and make sure you have the information you need to make informed decisions. We appreciate you listening. So without further ado here is Calabria's product evangelist. Dave Hoekstra. Today, we're going to talk about metadata.
Metadata is one of those interesting things that. It's used differently by different people. And when we talk about it here at Calabrio, we have a pretty specific definition of what metadata actually means, but let's talk about it for a minute and make sure everyone understands how metadata can affect things.
You do day to day in your contact center. Now, if we look at the actual definition of metadata it's data that provides information about other data, but it doesn't often provide context. So that's a, that's a key thing, right? So if you get a phone call on your cell phone, The metadata [00:01:00] will be things like what time it came in, how long it was, what information was used to connect it to the proper signal on your particular cell phone.
Right? All of the things that happened behind the scenes that make whatever it is we're talking about, get to where it needs to go. So metadata in itself is helpful data inside. Of data, right? So we're getting very inception like here, when we talk about these different things. But when we talk about it from a measurement of how Calabrio looks at metadata, we talk about it in a very specific context where metadata can mean all of the information that's captured reporting wise in a, in a, in an.
Right. So a phone call comes in very much like your cell phone. What number did the person call? What phone number are they calling from? How long was the call? What w how, how quickly was the call answered? Right. All of those different reporting elements that you guys are pretty familiar with using over time.[00:02:00]
That's one part of metadata, but when we talk about Calabrio quality monitoring and how metadata can be used, we look at it from a different perspective. These are ways of turning information that you know about a particular interaction into useful. So having a conversation with a customer just the other day.
And one of the ways that they use metadata is that their QA team, actually, those in an interest in tags for every single call that they review things like customer referral or customer complaint or training call or different ways that we can use this information to later on segment. The information we're looking at.
And I think that's a great example of how metadata can be really useful. We're all very used to being able to sort our interactions by this metadata, right? Show me every call that happened yesterday. Okay. That's using metadata to, for that information, [00:03:00] but if you can take it another step further and really point towards your customer experience and making sure your quality program.
Manages that metadata appropriately now where we get to really powerful usage of metadata. So being able to turn it into actionable information that allows you to pull it later. So it could be anything, but this is a manual tagging. Now, if we involve analytics on top of that, Now we're getting metadata.
That's automatically part of the transcription process. So we turn the speech to text and then we, you, we can then utilize that metadata to provide more insights. Right? How many times did a specific phrase land? How many times did the agent pause in a call? How many times did the agent and the customer talk over each other, then, you know, even going on to how many times, how many calls yesterday did we receive where they mentioned, cancel my account.
That's all becomes metadata and that all becomes a really powerful way. You can turn your interactions into a [00:04:00] huge advantage in your customer experience journey. So there are lots of different ways to. Spin metadata into your organization's overall strategy. We wanted to give a really good contextual look at how to use it, but hopefully you found this useful.
And as always, if you find more ways to use collaboratives information, please let us know. We'd love to hear about them. And maybe you'd be featured in a podcast episode someday. Thanks everybody. Have a great rest of the day.