Big Data in the Contact Center: Three Ways to Improve Customer Engagement

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.