The following is an excerpt from the insideBIGDATA article "What Big Data Can Do For Your Contact Center?" by Daniel Gutierrez
Let’s begin with a fable. Call center performance is of supreme importance. The social channels, chat boxes, and other marketing efforts are collecting a greater number of leads. Dialers are perfectly identifying the real leads and connecting them successfully. The connectivity rate of the calls to the agents is close to ideal. Easier leads are converted into sales almost instantly. Tougher ones are automatically transferred to the most effective agents to extract the maximum number of sales. Follow up with the customers is streamlined with CRM integrations. All the customer issues are smoothly routed to the correct departments and, obviously, the resolutions are delivered timely as well. Customer satisfaction rate is sky touching.
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