From Customer Interaction Solutions
Magazine (April, 2011).
Accurate information, created from data, is the building of block of effective decision-making, such as whether to increase or reduce staffing levels, boost training, increase first contact resolution (FCR), adjust offers or launch new mobile, social media or telemarketing campaigns. And as any manager can tell you, you can never have enough high quality information in your hands fast enough, especially in today’s economic climate where there is little room for errors or missed opportunities to grow business and cut costs. Contact centers provide data in abundance, and more so as customers increasingly interact with organizations over a multiplying array of channels. Every call, chat, e-mail, site visit, text and Tweet and their contents contain that raw material. Yet there is more than centers can process quickly enough into actionable information. And too often it is dumped into and stored in silos. Read the complete ariticle here.
Ventana Research
