Information is power! Ever hear that expression? Some things really don’t change. Today that expression is more relevant than ever before. Data is the driving force behind emerging business strategies and tactics in virtually every industry.
In our last whitepaper of this series, we stated that a foundational element for delivering excellence in customer service operations starts with a well thought out customer service process. We also said that few companies have really developed a company-wide targeted customer experience across the customer lifecycle, which is then translated to a company-wide customer service strategy and process. A leading reason for not having an enterprise wide customer experience strategy is because these entities lack the information necessary which would lead them to a fact-based strategy and ultimately a better customer experience strategy.
The same can be said about having (or not having) the data necessary to drive daily operations and necessary adjustments or optimizations to adapt to changing conditions and customer preferences. How do we address first call resolution when we don’t have the underlying data to know what is getting in the way? Thus, this whitepaper will focus on the data-driven Contact Center. Download your complimentary PDF copy of, The Data-Driven Contact Center: Integrated Data Collection + Analytics Lead to Better First Contact Resolution and Customer Experience.