The contact center is truly the focal point of the business. It’s a virtual front door customers use to interact with many firms, and as such, it’s activities branch across the entire business to address issues ranging from billing, to address changes, to opening or terminating a new account, etc. It holds a wealth of structured data (web self-service, online communities) and unstructured data (call recordings, email, chat transcripts) that can be leveraged to optimize not only it’s own performance and operations, but that of the business as a whole. Yet, Aberdeen research has found that 78% of contact centers are not satisfied with their ability to leverage data in their activities.
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