Making your Contact Centre Data Work
We’re finding that one of the biggest #CX challenges that our clients face is working out exactly how to capture, organise and act on the potentially billions of data points that are generated as a result of different #customerjourneys.
Whether it’s #digital voice, #chatbots or #conversationalAI, brands are collecting more interaction data than ever before - along with a wealth of information detailing specific customer preferences. This data explosion is being fuelled by transformational technologies, along with the accelerated adoption of #CPaaS and #CCaaS solutions.
But it’s not the volume of data being collected that is the problem, but rather understanding it to release its potential and thus benefit the business.
Taking advantage of data that already exists
It’s probably fair to say that many #contactcentre teams still don’t realise the value of the data that they already have – and how they can put it to work. This data already exists – either within the contact centre or elsewhere in the business – and it simply requires tools and understanding to unlock quick data wins.
Balancing contact centre data needs with broader corporate information plans
Discussions around sharing critical CX data across the business inevitably are now much more complex. CX teams can’t afford to remain isolated in their separate contact centre, service desk or CRM camps. With the pressure on brands to differentiate via their customer experience, making the right CX technology decisions becomes more important than ever. The good news is that an effective CX data strategy will deliver significant benefits around improving the customer experience, optimising contact centre resourcing, and empowering advisors in delivering excellent customer service.