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