The Data-Driven Contact Center: Integrated Data Collection + Analytics Lead to Better First Contact Resolution and Customer Experience

data driven contact center

Every day our contact centers have tons of data come through them. Call data, IVR interactions, emails, chats, CRM and customer support engagement notes, and more. What a shame if we are unable to capture, aggregate, correlate, analyze and put all that information to work in the name of strategic advantage, achieving that often elusive first call resolution and delivering a continuously improving customer experience. The evidence is clear that the need for developing a data-driven support operation is imperative to consistently deliver a superior customer experience. Thus, this whitepaper will focus on the data-driven Contact Center.

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