Contact Centers worldwide are facing the challenge of turning big data into a valuable resource to increase customer engagement. A recent survey by ICMI found over 40% of respondents planning to increase the use of customer preferences and interactions data in the short term to improve customer service strategy and operations.

Altitude now has published a new e-book: “How Can Big Data Improve Customer Experience?”, a primer on how big data strategies and solutions can impact contact center metrics, empower agents and help to understand customers, ultimately leading to an increased capability to design the customer journey.

The data available at contact centers already translates into metrics such as hold time, rates of abandoned and transferred interactions, costs per call, conversion rates, and more. But the big amounts of data available can be better used to measure and analyze performance with impact on business outcomes and customer loyalty. And the contact center is the department, by excellence, that can gather the knowledge to empower companies to make improvements in all steps of the customer journey.

You can click here to download our e-book

Agent Empowerment is the contact center issue addressed in our latest short animated video in the “Altitude Tales of Customer Centricity” series. While watching how Agent Mary controls her work and makes decisions to keep Mr. Smith a very happy customer, you can learn how to motivate and empower agents to be more efficient, productive, and customer oriented. It is available in English, Spanish, Portuguese and French.

And check the previous videos in the series, on the themes of Customer Journey and Campaign Optimization, They are also available in English, French, Spanish and Portuguese.

Altitude is challenging Contact Center workers worldwide to show their creativity and win prizes in an Instagram photo contest about their daily lives.

The challenge: contestants have to post a photo about the best part of their workday tagging #MyCCDayAltitude and @altitudesoftware. There are two travel gift cards to win: one for the photo with more likes on Instagram and another for the photo voted by Altitude Software staff. Share your innovative and creative photos of teams, workspaces and favorite views, pets, events, whatever inspires you in your daily life at work.

Follow our Instagram page here and you can consult the contest terms and conditions here.