It’s an exciting time to be in customer service. Decision makers are increasingly recognizing the vital role contact centers play in the success of the business.
Case in point: When asked which initiatives are likely to be top business priorities over the next 12 months, 80 percent of respondents to a Forrester survey1 ranked acquiring and retaining customers a critical or high priority. Sixty-eight percent ranked addressing the rising expectations of customers and
improving customer satisfaction a critical or high priority.

But wait, you might be thinking to yourself. How is this a good thing? Download this white paper to discover how big data can be used to improve customer engagement through a variety of channels, including phone and/or IVR interactions.