People spent countless minutes and hours talking to contact center representatives. Additionally, people send a plethora of emails, looking for a quick customer service response.
While the exact amount of time is not necessary to collect, it is important to gather data about these phone calls and emails. According to Business 2 Community contributor Pekka Porkka, data is constantly generated in contact centers and solutions are created to handle all of the information it produces. Also, technologies are in place to analyze the constant stream of data. Now it's time for contact centers to use and benefit from the information with big data.
SmartData Collective said big data involves gathering data from both inside and outside of a business, including social, local, mobile and cloud data. By bringing together all types of data, companies get a full circle view.
Porkka reported that an important aspect of a contact center is delivering quality customer service. In order to provide the best possible experience, representatives need to know as much as possible about their customers and provide personalized, tailored attention. The information is already gathered, but it is not always accessible. Employing big data and in-memory databases makes it possible to access the collected information and take customer service to the next level.
When data collected publicly is combined with data collected privately, it creates the greatest trove of customer insights to analyze and discover ways of improving the customer experience, Porkka said.
The happier a customer is with a company's contact center, the more invested with them and loyal they will remain.
To meet and exceed evolving customer expectations, modern contact centers must be optimized with capabilities that Sangoma's NetBorder Software can provide, such as industry leading Call Progress Analysis, TDM and IP functionality, and integration of remote agents into an IP infrastructure.